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PAS-X - Service Desk
The PAS-X Service Desk is the central point of contact for all support and service inquiries of our PAS-X customers. The Service Desk is staffed by qualified experts, and - if required by the customer - they can provide 24/7 round the clock service 365 days a year. The Service Desk operates according to ITIL standards and combines maximum solution competence with short response and solution times.
- Infrastructure
- 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.