indevis Tech Support
Support services compliant with ITIL standard
We offer our customers comprehensive support services compliant to the ITIL standard for our products and solutions. We are at your side with our competent indevis technical support service whenever you have a technical issue. Each incident is assigned a trouble ticket for documentation and tracking. The latest processing status of an incident can be retrieved at any time using the ticket number.
- 10/5 Tech Support service: 8 a.m. – 6 p.m. on Bavarian public holidays (except Saturdays); Mon. – Fri. 8 a.m. – 6 p.m.; additional hours optional (e.g., 24/7)
- Defined support service allocation (for example, integrating updated, configuration changes, policy amendments, etc.)
- Telephone, remote and e-mail support, audit-reliable remote access (Remote Management)
- Single point of contact
- Direct accessibility to certified, qualified support agents and preferred, fast and uncomplicated support whenever you require it – and in your timezone
- Dedicated contact support partners with specified support times
- Proactive patch service
- Call tracking through to resolution
- Documentation
- Storage of your configuration data
- Contract management for vendor software and hardware support
- Repair and replacement service
- Reporting
- Weak point analysis
- Contact to the provider
indevis Tech Support levels
The support levels differ in their response times. They apply during our business hours. However, service provision is also possible beyond this period by arrangement and when declared in good time. We offer our support services according to the classes Platinum, Gold, Silver, Bronze, Best Effort and Diamond. The Diamond support class provides indevis technical support around the clock all year round (24/7/365).
The service desk is available on Bavarian workdays (except Saturdays) Monday through Friday from 8 a.m. to 6 p.m. (24/7 also possible depending on the service booked) under the number +49 (89) 45 24 24-300.
Our RSA support service for customers of the indevis Authentication service is available on Bavarian workdays (except Saturdays) Monday through Friday from 8 a.m. to 6 p.m. (24/7 also possible depending on the service booked) under the number +49 (89) 45 24 24-200.
Please note the following: Only use the following form for generic requests for our support services. You cannot open a support ticket with this form! To do so, you require access to our ticket system or an account for our support portal.
