Support

Help And Self Help


BASIC SUPPORT

For every contract, no matter for which management option, email support is available. Contact is made using a ticketing system allowing the client to track the status of his call at any given time.

 

EXTENDED SUPPORT

All further support services depend on the chosen management option of the contract. Self-served customers mostly use communities and do not wish to pay for support they don't need. But the support can be booked it later on (e. g. for a specific problem). Moreover, email support without SLA is available without additional cost. For customers of Managed Systems SLA is included in their contract – in this case genioDATA makes sure that the booked services are provided. Support for Eased Systems is individually agreed upon, including range and availability. The system pages list every operating system in detail, including the level of support genioDATA is able to provide. genioData will not offer agreements, it is unable to fulfill. The offered range of support is being expanded – it is also interesting for current customers to take a look at the status quo.
Technically, support is provided using a ticket system, with which customers are able to trace the status of their call at any given time. Contacts via telephone also are documented there.

 

SUPPORT MATRIX

Support options available for each operation system are listed in the support matrix.