Fast support wherever and whenever you need it
PAS-X service desk
The PAS-X service desk is the central point of contact for all support and service inquiries of our customers.
The service desk is staffed by our qualified experts who provide – according to the service level agreement – 24/7/365 worldwide support from our service desks in the United States, Singapore, and Germany.
The service desk operates according to ITIL standards and combines maximum solution competence with short response and solution times.
Scope of services
- Single point of contact (SPOC)
- Qualified experts
- Ticket system with 24/7 web access
- Providing of KPIs (e.g. resolution rate)
- Test equipment
- Remote access
- Incident & problem management
- Acceptance of issues (ticket system, e-mail, phone)
- Incident management based on defined SLAs (up to 24/7/365)
- Clarification of the problem situation
- Initiation of adequate corrective measures (e.g. for a problem workaround)
- Problem management (e.g. root cause analysis, impact assessment, remediation plan)
This service package provides you with hotfixes and patches ensuring that PAS-X keeps up to date.
We offer tools to monitor, analyze and diagnose PAS-X installations. Preventative maintenance and optimization support are also included.
Our specialists are able to support your end-users or administrate your infrastructure (e.g. database). Please feel free to ask for our additional operational support.