Support Services

Keep critical applications running

Basic Support

Our BASIC 1st-Level Support Program includes the following supporting activities:

  • System diagnostics
  • Troubleshooting (also remote)
  • Fault clearance
  • Configuration adjustment (remote) in case of error
  • Escalation to 2nd level support
  • Escalation to manufacturer (3rd level)

Regardless of whether by telephone or per eTicket, all our partners can contact our Helpdesk directly using the following contact details - so that you receive immediate assistance from our experts:

Program of your choice

Choose the support program that best fits your business model

If our BASIC 1st-Level Support Program is not sufficient, get individual services with guaranteed reaction and response times, on-site technical professional services and proactive information on all available updates and upgrades of supported products from our vendors.

Conditions

Please ask your partner advisor or use the following contact form for the conditions and general terms for:

  • Support contracts 8x5 - response time NBD - duration 1 to 3 years
  • Support contracts 8x5 - response time 4 hours - duration 1 to 3 years
  • Prof. Services (tech. expertise on site)
  • Framework contracts (PSO quotas)

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Remote support

Disclaimer

ectacom GmbH does not provide any warranty for the programs installed on your computer, nor for their protective devices (virus scanner or firewall). ectacom GmbH is not liable for faults not caused by ectacom GmbH, even if they are close in time to the support provided. ectacom GmbH assures you that our employees are sufficiently trained and familiar with the obligations of secrecy and diligence. Remote support is provided in accordance with the European Data Protection Basic Regulation.

Please note that this service is only available to you during our business hours following telephone or written consultation with our support staff.

  • Without your written consent, the consultant cannot view your PC.
  • Without your written consent, the consultant cannot work with you.
  • It is not possible to remove data from your PC unnoticed and without authorisation.
  • You can end the joint session at any time.

 

Note: By starting the TeamViewer software you accept the disclaimer of ectacom GmbH when using TeamViewer.

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
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