Customer support

 

Customer or system support is one of the key elements of NETvisor's business profile, ensuring that the IT and communications systems deployed by NETvisor or other suppliers operate at the level of security, availability and efficiency required by our customers' businesses and enabling the maximum service level for the communication needs of the application systems built on top.

 

Using a service provider environment backed by state-of-the-art hardware and software components, we offer customer support to meet our customers‘ needs whether during regular business hours and even 24/7.

 

The main components of the operating support service offered by NETvisor will be discussed in detail below. In addition to the highlighted service activities, we offer to develop a service environment that suits the technical and human resources of our customers' infocommunications system.

 

On-site support

 

On-site system support is a key component of NETvisor's service offering. On-site system support can be provided in two basic ways:

• The traditional, physical on-site visit or secure on-line intervention. In the latter case no physical visit is needed to the site; all you need is broadband Internet access to use advanced technologies as the basis of a remote monitoring system. Once an error or an irregular operation is detected in the managed system, remote fault diagnostics are readily available for devices supporting remote monitoring. Online troubleshooting is always carried out through a secure process documented in writing, and also supports other remote interventions related to device operation, such as proactive monitoring and scheduled tests. In order to remedy these errors as soon as possible and avoid any unnecessary on-site visits, we recommend you provide us with access to your system through secure remote login to monitor devices supporting remote management.

• A traditional element of on-site support is the actual on-site visit, should a sign of irregular operation be detected. Based on the availability and presence conditions in the specific SLA (Service Level Agreement) concluded with the customer, a NETvisor specialist travels to the site and begins troubleshooting (or continues the process, as the case may be). Depending on the individual agreement with the customer, on-site support may be combined with the supply of a replacement unit.

Over-the-phone support

 

Support over the phone is offered as an integral part of a complex operating support system or as an independent service product. This kind of assistance can be the first phase in the troubleshooting process as the fastest method of initiating trouble ticketing and passive or active troubleshooting.

 

The over-the-phone support offered by NETvisor provides an opportunity for a backup-type system support service in case the customer has its own operating staff, but wants to make outside consultants available for more effective troubleshooting.

 

This service can be complemented with on-site support. Once the authorized person reporting and the network engineering registering the problem jointly determine that the issue cannot be resolved through remote assistance, they attempt to determine what equipment may have caused the problem. Then, based on the SLA terms and conditions of the parties, the engineers on duty from both NETvisor and the customer schedule a repair on-site.

 

Providing replacement units

 

In addition to fulfilling the guarantee and warranty requirements specified by law, NETvisor has a strong professional commitment to ensure long-term and error-free operation of the products it sells or deploys, for the greatest satisfaction of its customers. Consequently, we are in close contact with the suppliers, developers and vendors of the products we sell. As a result of our straightforward and trust-based partnerships we can offer various levels of availability ranging from simple repairs to providing replacement units within a few hours.

 

Providing replacement units is highly dependent on the complexity of the specific system, the parameters of system technology, on built-in redundancies, geographic area and customer demands for availability. Based on these criteria as well as our customers‘ needs and NETvisor's professional competence and experience, we undertake to determine and provide replacement and backup units optimized by both professional and cost criteria.

 

The following options are available for replacement or backup units:

• NETvisor's own devices
• Replacement options available from device manufacturers
• Replacement units in customer's backup system
• Replacement units in the backup system of the customer's outsourcing partner