service programs
Details
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RESPONSE TIME
Represents the period of time from your contacting us until we ascertain the situation or until we get to your premises.
We will get to your premises only after we make sure that this is absolutely necessary and there is no other way to help you faster and more efficiently.
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PRIORITY LEVELS
In order for us to provide quality services correlated with the importance of your request, we have categorized priorities as follows:
- Priority level 1 – Completely non-operational system (e.g. server failure, stations failure, stations which do not communicate with the server or with each other)
- Priority level 2 – Partial failure of the system, which partially affects server activity (e.g. at least 25% non-operational stations, non-operational printers)
- Priority level 3 - Partial failure of the system, which partially affects the activity (e.g. a non-operational station, a non-operational printer while the others are operational, non- operational card reader).
- Priority level 4 – Operational system with minor difficulties (e.g. minor printing problems, minor display problems, blocked keyboard).
- Priority level 5 – Planned services (e.g. software development upon request, training).
So we can serve our clients’ interests as well as possible, we apply the following priority charts:
Priority level /
Maximum response time
(working hours) |
P1 |
P2 |
P3 |
P4 |
P5 |
| Bronze |
8 h
(1 day) |
12 h
(1 1/2 day) |
16 h
(2 days) |
24 h
(3 days) |
32 h
(4 days) |
| Silver |
4 h
(1/2 day) |
8 h
(1 day) |
12 h
(11/2 day) |
16 h
(2 days) |
24 h
(3 days) |
| Gold |
2 h
(1/4 day) |
4 h
(1/2 day) |
8 h
(1 day) |
12 h
(1 1/2 day) |
16 h
(2 days) |
|
Priority level /
Maximum remedy time
(working hours)
|
P1 |
P2 |
P3 |
P4 |
P5 |
| Bronze |
16 h
(2 days) |
24 h
(3 days) |
32 h
(4 days) |
40 h
(5 days) |
48 h
(6 days) |
| Silver |
8 h
(1 day) |
16 h
(2 days) |
24 h
(3 days) |
32 h
(4 days) |
40 h
(5 days) |
| Gold |
4 h
(1/2 day) |
8 h
(1 day) |
16 h
(2 days) |
24 h
(3 days) |
32 h
(4 days) |
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Coverage Period
Represents the period during which we provide the required services.
We will be by your side 24 h/day, 7 days/week, 365 days/year.
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coverage area
- Area 1 – locations in Bucharest and in the surrounding areas
- Area 2 – locations 70 km far from Bucharest
- Area 3 – locations 300 km far from Bucharest
- Area 4 – locations over 300 km far from Bucharest
online & phone Support
Based on our experience, we know that 50% of the reported problems can be solved over the telephone, at the first call.
With the help of remote connection, we raise to 80% the rate of solving your notifications fast and without having to leave our office.
Between 9:00 – 18:00 h we answer the phone calls we receive both at the office service number and at the permanent one.
Between 18:00 – 9:00 h we answer SILVER and GOLD clients at the permanent service number.
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Updates & upgrades
Updating stands for an improvement of our programs and we recommend you to use it so you can always be up-to-date.
Upgrading stands for a consistent modification of the versions of our programs and we recommend you to use it so you can always be lined up to the law in force.
But we won’t stop here! By means of remote connection distance does not prevent us from intervening, not even if you are located in Constanta, Sibiu, Baia Mare, Iasi or even abroad.
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