Technical Support Services

Expert assistance is always available. Kontron’s technical support services are packaged for simplicity, varying in terms of response times

Cost savings

Maximize your hardware and software investment

Global Expertise; local support

Highly-experienced technical teams worldwide, with the service you expect of a local support team

Peace of mind

Ensured performance; proven programs results with regular progress reports every 6 months

Enhanced service

Eliminating service call wait times – response times guaranteed with specific Silver, Gold and Platinum programs

 


Features
 
Standard Silver Gold Platinum 24/7
First response time: 
critical or major issue*

 
Best effort only: Optional upgrade upon request 3 working days 24h on business days 1h
First response time: Other issue*
 
Best effort only Optional upgrade upon request 7 working days 3 working days 1 working day
Access to knowledge database (FAQ)
 
x x x x
Monitored email support
 
x x x x
Live telephone support
 
    x x
Assigned engineer
(critical and major issues only)

 
  x    
Dedicated engineer
(critical and major issues only)

 
    x x
Service availability   8am-5pm
Monday-Friday
(CET, EST, PST)
8am-5pm
Monday-Friday
(CET, EST, PST)
24/7
Performance reports
(every 6 months)

 
  x x x

 

Severity levels:

  • Critical: severely affect service, capacity, functionality or maintenance capabilities and require immediate corrective action. The Service Provider will give the highest scheduling priority to solve the issue.
  • Major: cause conditions that seriously affect system operation, maintenance and administration, etc. and require immediate attention. The Service Provider will give the second highest scheduling priority to solve the issue.
  • Other: are considered minor. The Service Provider will give the third highest scheduling priority to solve the issue.   

 

For more information or to get a quote, pleasecontact us or download Brochure

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