EXCELSIS PROFESSIONAL SUPPORT

This support package contains the building blocks for Maintenance Release, Feature Release and Telephone Support.

MAINTENANCE RELEASES

• Service Packs
• Patches
• Bug fixes
• Delivery of workarounds
• Remote installations or on-site services according to arrangement

FEATURE RELEASES

• Expanded functionality
• New features
• Remote installations or on-site services according to arrangement

TELEPHONE SUPPORT

EXCELSIS maintains a hotline service which has been set up for customer questions and which offers customers and partners support on the phone for self localisation of errors and malfunctions in the relevant current software version. This service is offered in German, French and English.

SUPPORT HOURS

With the basis package, the EXCELSIS Support Center is available by phone and e-mail, Monday to Friday from 8:00 am until 7:00 pm, except on bank holidays. Defined reaction times conform to requirements.

ROFESSIONAL SUPPORT ORGANISATION

Our Support Center works according to the international ITIL standard. Over 30 of our system specialists are certified according to the TÜV [German Technical Supervisory Association]. All infrastructures comply with the latest standard.

USE

• Fulfilment of high security requirements
• Accreditation through various financial services providers
• ITIL-compliant service organisation
• Trouble ticket administration
• Access to the development team