Eurotech customer support is built according to customer needs. It is based on a structure of systems, resources and processes that guarantees responsiveness and coordinated action. Scope, coverage and response times depend on the product supported and are easily adaptable to the customer needs.
Based on a structure that has 1st and 2nd line of support, an internal process to efficiently manage trouble tickets and IT systems to support and offer self service capabilities to customers, Eurotech can design the right service levels to meet customer requirements.
The scope of the support can go from standard warranties to locating an engineer on site. The resolution lead time depends on the ticket business impact and urgency, which determine the priority.
As part of the support schema, Eurotech offers system monitoring / health check, preventive maintenance (including software services as required), spare part management and solution optimization.