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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