On the basis of a concluded service or maintenance contract, we offer our customers professional incident management, along with other related ITIL processes such as problem management and change management. We communicate with our customers by telephone as well as via a help desk system. Based on KPIs, we monitor compliance with the service level agreements.

The Deployment Team can take care of both the initial installation and the regularly required updates of your Robotron product and the software infrastructure that is used (e.g. Oracle, Microsoft, SPLUNK). You benefit from the many years of experience and detailed product knowledge of our employees. Task sharing with you as the operator of the solution is one of the options. Our employees can work either via a protected remote maintenance connection provided by you, or directly on location. We certainly take into account the required times of system availability and operating hours when updating the application.

The Service Desk is the main point of contact for our customers. Trained personnel receive the requests in the help desk system, check for completeness and start processing. You are immediately offered known solutions. If necessary, your request is passed on to additional, specialist and technical support levels for further review and processing.

Further Information and Services

Service and maintenance contracts for Robotron products and the infrastructures in use ( e.g. Oracle, Microsoft, SPLUNK) form the basis of services and support. We offer the option for Robotron Products to negotiate SLA-based service and maintenance contracts for incident and problem management, defined product adaptations and individual operating processes. The employed infrastructure, usually configured for high availability, can also be maintained on an SLA basis via corresponding service contracts. This service portfolio is completed with individual, specialized project services and services for the setup, optimization and operation of these systems.