Procedures

The most important goal of the support service department is to ensure swift and effective solutions to demands from our clients.
We are guided towards this goal by the request-processing procedure followed by our support department. 

Every request we receive is entered into the system we use to record and resolve requests, where it is given a number which you can refer to at any moment.  

The request is reviewed and verified against the maintenance agreement parameters, and is then classified into one of the following categories:

• Order 
• Error report

The procedure then continues in approximately the following manner:

• Assigning task to the operator or redirecting the request to another department
• Gathering all necessary information, error reproduction
• Transfer and escalation, if applicable
• Conclusion

The client is notified about how their request was taken care of.

What is important to know

The extent and quality of information the client has provided in the request are essential for effective problem resolution.
If the basic request does not provide complete information, the support service department will need to request additional information. This additional communication cycle may prolong the process of solving the problem.