The BeauTec Support Plan provides customers with a custom solution for maintaining their technology investments and extending the life of the products and services delivered. It is our goal to be a long-term technology partner for each client and providing support is a key element of that relationship.
We have service-level agreements (SLA) with our customers that define our response and resolution goals adapted to your specific requirements. We track our initial response to reported issues as well as the time to deliver a final resolution. In addition, each support plan includes access to maintenance releases and product updates during the term of your agreement.
BeauTec Support is committed to assure shortest reaction to upcoming issues and clear communication channels, i.e. single point of contact. Hence we offer to train some of the client's employees being able to perform first-level support on site while BeauTec provides second-level support.
Sometimes it is difficult to reproduce problems created by a specific infrastructure. Having remote-access e.g. via Remote-Desktop or VPN simplifies our work and increases response times.
Customers have access to our online support center where they can find solutions to common problems and questions. We are constantly updating and improving this FAQ so you can always find up-to-date information. Many of the FAQ solutions contain detailed step-by-step instructions and screen shots. This kind of valuable information is simply impossible to convey in a telephone support context, so in many cases you'll get the best answers in less time through this means.
In addition to our online support, customers can get support by e-mail or by phone.