Support & Helpdesk
Rohill is offering a Support & Helpdesk agreement to its partners and distributors. This agreement includes the following elements:
Ø Basic Customer Support containing:
· Customer Support (8*5)
· Helpdesk (8*5)
· Remote diagnosis (8*5)
The advantage here is obvious; a system can be diagnosed by an expert without the need to travel and without the associated delays.
· Bug fixing through Software Emergency Fixes and Software Updates
· Priority handling
· Escalation
The Support & Helpdesk of Rohill is available for service requests on Business Days, this means a Monday, Tuesday, Wednesday, Thursday or Friday from 09.00 am – 17.00 pm CET excluding public and national holidays in the Netherlands.
Ø Optional to Basic Customer Support
· Software Upgrades.
This unique upgrade service is only possible because Rohill uses softswitch technology, which means that the vast majority of software upgrades can be realized without the need to upgrade the hardware, thus ensuring continuous availability of the latest software generation and no expensive hardware upgrade costs.
· Customer Support extended to 24*7 services.
· Support On-Site.
This is a local support service based on the customer’s individual requirements, to be provided within the shortest possible period of time, allowing for possible travel arrangements. The advantage here is that the customer receives immediate support instead of having to wait for a service organisation with a first-in-first-out policy. In the unlikely event that service is needed urgently, there will be minimal delay.
· System Health Check
Ø Optional (not necessarily required in combination with Basic Customer Support
· Hardware Repair under Warranty or under Extended Warranty up to 5 years (OPTIONAL)
For the above-mentioned Support and Helpdesk services offered by Rohill, it is of course essential that first-line and second-line service continues to be provided by a local service organisation. For first-line service, the customer is trained to locate problems, correct configurations and to carry out fault analysis. Under second-line service, faulty modules are exchanged with spare modules, which should be locally available. Third-line assistance is offered by the Rohill support helpdesk to help solve any remaining issues.