Services & Support
There are new ideas, technologies and scope for which you wish to utilize our tool? In pre and post roll-out phases, our professional consultants offer services to support you to ensure the successful implementation and expansion of the tool.
Our project managers have many years of experience in the successful implementation of network documentation systems. The intensive coordination with the client and the early involvement of users in the modelling and configuration of the system are particularly important to us. We recommend our End-to-End Turnkey approach to achieve the most benefit at shortest time to operations.
After investing in an inventory management solution a business needs to ensure your design, construction and operation teams understand how the system works in relation to how you deploy and operate your network. We offer a number of training courses from general understanding of the solution to detailed workflow that is related to specific roles within the deployment to operations process.
Our training material is customized to each specific role and implementation using examples of your network and equipment in the exercises. Our qualified trainers are patient and professional and ensure that each user is properly trained in the areas of the solution they will use on a day to day basis.
- The transfer of inventory data is essential for the success of network documentation projects. These are available to every customer in different forms. Our support specialists have extensive experience in analyzing, preparing and importing data from existing data systems into ConnectMaster.
DATA VIEWS, REPORTS, PLANS and THEMATIC MAPS
- Our support team prepares customer specific enhancements including sophisticated reports, data views, outputs and maps as required.
- Service packs or new releases we deliver are normally to be installed by the customer itself. Sometimes it‘s advantageous to get help with that to avoid risks.
Feature enhancements based on product ideas of our worldwide customers or which are discussed and implemented in customer projects lead to new releases of ConnectMasterTM. Minor functional enhancements on existing modules or function groups will be part of the software maintenance agreement and may be obtained without extra cost. Have a look at our Release Notes or the What’s New information which complement each software release.
Malfunctions or error messages that our customers worldwide encounter when working with ConnectMasterTM are handled in our Incident Management process and are corrected in regular service releases. Customers with a software maintenance contract can obtain these and update their implementation as required.
In our technical support structure we run processes based on ITIL™ to ensure your technical questions or issues are responded to as quickly as possible.
- Help Request Management
- Incident and Problem Management
Service Desk & Service Portal
We provide a Service Desk based on ITIL™ best practices where customers can call our hotline directly or may open and track cases for Help Requests or Incidents in our Servicce Portal when questions to or issues with their ConnectMaster™ implementation occur.