Customer & Product Support
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- Support Packages
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The HiCo Customer & Product Support (CPS) is responsible for all customer activities concerning the commissioning and the running operation of software solutions by HiCo-ICS. Those activities include besides the offer for maintenance of software, also an extensive portfolio of support services and training measures (for further information see Training Academy Pannonia). The solution portfolio comprises services for own products and for partner products, technologies from market leaders as well as complex customer solutions.
The department Customer & Product Support at HiCo-ICS ensures full support, availability of highly qualified contact persons and fast as well as high-quality processing of the received requests and problems, with the goal of sustainable customer satisfaction.
The completion of demands to the Customer & Product Support is realized through a cross-divisional process with central control, which actively combines all involved organizational units at HiCo-ICS, especially product specialists and developers.
The Standard Support Package includes the following services for defined Key-Users of our customers:
Application-Support / HelpDesk
- SPoC / telephone hotline (receiving requests from Key-Users)
HiCo InService-Support-Process-System (ISS-System)
- Project management: leading, planning, internal reporting (incl. supervisor tasks)
- IT system management HiCo-ISS
- Optional: Web-based document management system
These services are offered for own products and third-party products as well as for standard configurations, individual configurations and customer solutions.
This package is an extension of the Standard Support Package by the following services:
- Quarterly reporting and statistics of support request for customers
- Customer-site management and optimization of support processes (incl. CPS process optimization)
- Process review of evaluations from the support database with proposals for optimization
- Customer assigned „Dedicated Support Engineer“ with detailed records about the present IT infrastructure and current configurations
Within the package Maintenance and Support of Customer Solutions, planned man-days will be assigned to possible service packages according to a defined budget. Services will be invoiced according to actual efforts and will be supplied at individual request. Maintenance and Support of Customer Solutions includes the Provision of Engineering Resources with
- In-house activities by (senior) software developers and consultants and
- Customer-site activities by (senior) software developers and consultants.
The optimal use of software solutions requires an existing efficient IT infrastructure. This infrastructure should ensure future safety in a rational use of available resources.
As a well-established system integrator, HiCo-ICS offers a competent analysis of the requested hardware and an optimal support for your IT system management (in-house and customer site).
On customer demand we provide an on-call service outside the standard support hours in order to be able to interact in specific cases immediately.
The Case-Related On-Call-Support can be ordered by our customers with an additional contractual agreement (with in-house and customer-site activities).
Additionally, customers benefit from the established Single Point of Contact (SPoC).
Because of the ensured communication between the qualified and certified HiCo-ICS employees, defined Key-Users from our customers and the involvement of external support organizations, maximum support for the software products in operation is guaranteed.
The involved product manufacturers and partners of HiCo-ICS include for example PTC – Parametric Technology Corporation