Support contracts
Online Remote Support - ...the most efficient form of customer service!The continually increasing capability of the communication technology allows us to service our customers in a more and more direct manner.
Only a few years ago:
- You ordered our products.
- We installed the software and trained your employees. Of course this happened as comprehensive as possible to show everything - even if an immediate use was not predictable.
- Often one of your employees (responsible for local computers) has been trained deeply in the field of quality assurance because he acts as an intermediary between the areas of information technology and quality assurance.
- Usually he had to be informed by us because this sector was only one of many that he attended.
- Employees of the departments were uncertain if they are able to explain their problem clearly, so they avoided to contact us.
Remote support eliminates this inefficiency:
- Trained employees that forgot a function of iQ-Basis call us spontaneously.
- We connect to his computer. Then we are able to see everything he sees as well as to use his mouse and keyboard. So it is possible to answer a question as if one of our employees stands behind him.
- A few minutes later he continues his work.
- We provide new releases. We install them self-dependently after contacting you and inform you about the most important enhancements.
Our online remote support includes several services:
- We install a new iQ-Basis release.
- We install a new iQ-Basis version.
- We install a new iQ-Basis component.
- We offer a short instruction for the skilled employee.
- We provide support if there are questions concerning the configuration of an iQ-Basis component.
- We check the connection to the PPS system using all means available to us.
- As far as possible we consult you online about the realisation of your demands with iQ-Basis.
- We support your operator if he is at a loss.
We want to make your local IT user service (almost) obsolete - although we are of course not able to repair your printer.
Technical requirements for ORS
- Installation of a remote control program on the PC that serves as entry for the online support of the skilled employee.
- ISDN or modem connection or dial-up over a router and LAN connection to the computer
- Access to your client/server system so that we are able to connect as a client:
- With the rights of an iQ-Basis user
- Maybe with the rights of a DB administrator