Technical Services

Standard Services

1.

PreSales Services

Technical services prior to the acquisition of a technology, which help a customer to find the right solution for the technical challenge.

Advantages

  • Product presentations and customer advice (on site or via webinar)
  • Clarification of technical questions, for example on feasibility
  • Support with calculations and customer quotations
  • Support in the creation of sales strategies and product management for product innovations
  • Validation of critical requirements for the solutions
  • Risk minimization for decision-making bases
  • Acceptance test of the solution in cooperation with manufacturers and partners

Vendors

  • On request, usually our complete vendor portfolio
2.

PostSales Services

Technical services after the acquisition of a technology in order to achieve the greatest technical, organizational, resource-optimizing, financial and safety benefits.

Application scenarios

  • Service for the installation or implementation of the specified solution in the infrastructure of the end customer, taking into account the specified framework conditions
  • Configuration customization of implemented vendors to achieve dedicated customization requirements
  • Inspection / auditing of existing configurations of certain implemented Vendor technologies based on best practice
  • Implementation of internal or legal guidelines
  • Testing and adaptation of regulations

Advantages

  • Temporary coverage of your company’s resource shortages
  • Increasing the efficiency of solutions that are already implemented
  • Compliance with directives and regulations
  • Preparation for a compliance certification (e.g. ISO2700x or PCI DSS)
  • Move to new solutions without long-term migrations and business interruptions
  • Replacement, migration or, if necessary, extension of the existing solution with further configuration transfers

Vendors

  • On request, usually our complete vendor portfolio

Customer Care Services

1.

Helpdesk & Support

  • System diagnosis, troubleshooting and fault clearance
  • Support for all product-related questions by phone, e-mail and support ticket

Advantages

  • Ensuring the quality of service of ectacom products
  • Increase in partner satisfaction
  • Preventing additional costs associated with high losses
2.

Support programs
for end customers

  • Guarantee of the processing of support requests within fixed deadlines (NBD or 4 hours)
  • Support program best suited for partners who do not have trained technical resources for end user support

Advantages

  • Use of professional support from internal product specialists
  • Complete cost control and higher support planning certainty through guaranteed time span
  • Faster response times through prioritized ticket processing
  • Dedicated support access (email and/or phone)

Vendor / Product

  • Kaspersky Endpoint Security for Business

Terms

  • 3 months and 1 year (limited number of support requests)
  • 1 year to 3 years (unlimited number of support requests)

Target customer profile

  • All industries
  • Companies that value the continuity of their operations and the continuous provision of important processes
3.

Support programs
for partners

  • Support program best suited for partners who cannot build up trained technical resources
  • Support with product implementation including basic configuration and troubleshooting
  • Implementation of configuration optimizations and clean-ups
  • Product advice and detailed explanation of the product functions
  • Remote support in case of error

Advantages

  • Use of professional support from internal product specialists
  • Full cost control and higher support planning reliability through guaranteed time quotas
  • Faster response times through prioritized ticket processing
  • Dedicated support access (email and/or phone)

Vendors / Product

  • Kaspersky Endpoint Security for Business

Terms

  • 3 months and 1 year (limited number of support requests)
  • 1 year to 3 years (unlimited number of support requests)

Target customer profile

  • Resellers / Integrators
Ectacom HQ Munich

ectacom GmbH
+49 8102 8952-0
Friedrich-Bergius-Str. 12
D-85662 Hohenbrunn
Germany

ECTACOM Vienna

ectacom GmbH
Am Europlatz 2
A-1120 Wien
Austria

ECTACOM POLAND

+48 501 295 580
This email address is being protected from spambots. You need JavaScript enabled to view it.