Product support and hotline

For this, customers sign support and maintenance contract tailored to customer requirements. Customers can choose from four support options. Ranging from Basic Support to Platinum Plus! Support available to our customers 24/7 on 365 days a year.

The support team assists the customer in all questions relating to the functionality, configuration and use of dataglobalproducts. For this purpose, we offer a modern support infrastructure and a customised service offering that is perfectly adapted to customer requirements - from first, second and third level support to individual 24/7 Application Management Service for installations.

Hotline support and service provide dedicated access to dataglobal experts ranging from the product support team to product specialists and core developers of software components. The customer can communicate with dataglobalby phone, e-mail, fax and the File Transfer Server. With the remote support option, dataglobaloffers a cost-effective, immediate help facility.

Each support case including the processing of the support call is fully documented by dataglobalwith the online call-tracking system.

• dataglobal provides 1st, 2nd and 3rd level support for all available products.
• dataglobal provides assistance on documented program interfaces.
• dataglobal provides installation recovery after hard- and software problems.
• dataglobal provides help during the analysis, consulting and troubleshooting concerning hard- or software from third-party suppliers, e.g. operating systems, the management of user privileges, data security.
• dataglobal provides support during the testing and development of new modules.

At the customer’s request, 1st and 2nd level support are also available through implementation partners.