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Support

Optimally provided with SolveDirect Support

 

SolveDirect offers its clients 24/7 availability and extensive support as standard or optional support in packages - custom-fit for an ideal assistance in your operation. 

 

 
 

SolveDirect Service Delivery and Support

Economy

Business

Master

 
 

Providing the SolveDirect application

  • as Software as a Service with the defined functions
  • and an availability of 99.5% average per month

 
 

Providing a test system

  • with the same functionality as the productive system
  • no committed availability and service level

 
 

Online reports

  • Availability
  • Performance

 

 

 

 
 

Providing online application documentation

available at http://docu.solvedirect.com

 
 

Handling interruptions of operation:

Hotline 24/7,Mon-Sun, 0-24 hrs

0.5 h

0.5 h

0.5 h

 
 

Customer service desk

Email Support for administrators

Mon-Fri (workdays), 9-17 hrs*

C1: 0.5h

C2: 16h

C3: 24h

C4: 24h,

    3x

C1: 0.5h

C2: 8h

C3: 16h

C4: 16h,

      12x

C1: 0.5h

C2: 4h

C3: 8h

C4: 8h,

     100x

 
 

Login and Access to the SolveDirect Support Web Interface

Track your open tickets, service reports and KPIs

 
 

Administrator Training

for new functions of new releases (class/web)

 
 

Maintenance Window Status Notification

via Email

 
 

Active SolveDirect BRIDGE Breakdown Notification

via Email

 
 

Service-Advocate and Developers Call

Direct contact to a consultant or developer

 

0.5 h

 
 

Application Health-Check

Two half days per year

 
 

Remote Administration

Your application basic data and parameters are managed by SolveDirect

 

on request

 
= not available
= standard
= optional

* Mon-Fri, workdays (CET, holidays according to austrian calendar) 9-17 hrs, response time during office hours

 

 

 

Customer service desk and failure classes

 

Support enquiries to +43 1 585 35 55 - 400 and to support@solvedirect.com during office hours (Mon-Fri, 9-17 hrs, CET) will be answered according to the failure classes 1, 2, 3 or 4 in the respective support-module (Economy, Business, Master) within the maximum response time during the SolveDirect office hours.

 

Failure classes

  • Class 1: Contracted SolveDirect Service or major functions are not available
  • Class 2: Service in parts not available but basic functions are available
  • Class 3: Agreed and documented functions are not available, but do not disturb significantly daily operations as well as support enquiries
  • Class 4: Support enquiries (Calls per year)

 

 

Malfunction of the SolveDirect application

 

Malfunctions of the SolveDirect application are handled 24 hours a day and are fixed as soon as possible. These can be reported to:
Hotline: +43 1 585 35 55-400

 

 

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