Where the local Rohill Partner offers first-line support (fault finding) and second-line support (module replacement and system (re-)configuration), Rohill offers third-line support through a Service & Support contract.
The Service & Support contract is a module-based contract where the Basic Customer Support module can be expanded to include an optional Software Upgrade module and an optional module for 24/7 support.
The Basic Customer Support module includes the following elements:
- Customer support (8/5);
- Helpdesk (8/5);
- Remote assistance and diagnostics (8/5);
- Bug fixing through software updates;
- Priority handling for both support issues and warranty repairs;
- Escalation handling.
In combination with the Basic Customer Support module, the following additional modules are available:
- Software Upgrade module
Approximately every twelve months Rohill releases a major software upgrade. Major software upgrades contain new functionality, enhancements and bug fixes. Customers choosing to expand their Basic Customer Support module with the Software Upgrade module will receive these upgrades free of charge. Newly developed functionality which is licensed is available at additional charge.
- Extended Customer Support module (24/7)
With the Extended Customer Support module (24/7) Rohill offers partner support services outside normal working hours on a 24/7 basis in case of a major or critical failure in the TetraNode system. The definition of a major and critical failure is agreed between Rohill and the Rohill Partner and is laid down in the Service & Support contract.
The Support department is available for service requests on working days, meaning Monday, Tuesday, Wednesday, Thursday and Friday from 09:00 am to 17:00 pm (CET), excluding national and public holidays in the Netherlands.
For more information about Service and Support contracts, contact your Rohill Sales contact or email@example.com.