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Technical Support and Hotline |
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| Immediate or on-site intervention, technical assistance 7 days a week, and a Hotline 24 hours a day: 98% of renewed maintenance contracts every year.
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Customer Support is composed of highly qualified engineers, regularly trained on the evolutions of our products and also on any technological changes. In order to ensure optimal service quality, they are in continuous contact with Product Services, R&D, Testing, Consultants and Technical Architects. |
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Diagnostic Tools : |
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| The “Inquiero” technical support tool that we use revolutionises the way in which Customer Support interacts with its customers. This service makes it possible to launch an interactive session remotely and to post, diagnose and resolve technical problems, simply and instantly, on-line. | |
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This ‘office sharing’ also makes it possible for a support technician to present or explain a function directly on-screen. |
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| The tool also makes it possible to gather technical information on a remote computer (e.g. Operating system, Service pack, IP Configuration, memory, applications held in memory etc…) in order to bring together all the necessary elements required to perform a diagnostic assessement. | |
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On-site intervention : |
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| The Technical Manager of your account will arrive on site to resolve your problems individually, or may be accompanied by an Product or R&D expert. | |
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On site interventions can also be used as a training opportunity or a Speed Coaching session to help you optimise your use of Coswin 7i |
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The Maintenance Contracts : |
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Standard Maintenance Contract : You benefit from on-line technical assistance and unlimited hotline assistance. |
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Silver Maintenance Contract : In addition to the above you will also have use of the “Inquiero” diagnostic tool, access to the knowledge database of our products, access to on-line management of your account, and the possibility to log an incident on-line. |
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| Gold Maintenance Contract: In addition to the above, there is the guarantee of a personalised follow-up thanks to the exclusive assignment of a Technical Manager to your account. This ensures you receive immediate intervention. | |
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The Hotline |
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The Siveco Group telephone support service is available from Monday to Friday, 9am to 6pm. (CET) |
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Our various international teams manage technical support 24 hours a day : |
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The European and Africa regions are handled by the Siveco France Hotline. The Asia and Pacific regions are handled the Siveco China Hotline. The Americas are covered by The Siveco Brazil Hotline. |
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