Support

Syselcom technical support

+41 58 400 58 00

08h00-18h00

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Our HelpDesk ensures that our customers' IT infrastructures are available and that users are supported according to the defined service level. In order to guarantee the efficient management of the IT infrastructure and the level of support required, Syselcom analyses the needs, risks and state of the existing installations beforehand.

 

Our customers benefiting from the support of our technical team can contact our ServiceDesk by telephone, by e-mail or through our ticketing portal. Calls will be answered within a maximum of one hour during the ServiceDesk opening hours (08:00-18:00). In case of major force, Syselcom can intervene on site within four hours.

What are the main advantages of Syselcom support?

1

TEAM OF PROFESSIONALS

Supervision and hotline 24x24h and 7x7d

Compliance with the contractual quality of service (SLA). Take charge of all or part of your IT infrastructure and/or services. Advice and assistance for third parties. 24/7 supervision and hotline. Helpdesk and user support. Access to our respective areas of expertise. Provision of a multi-disciplinary team that is qualified, certified and continuously trained.

2

SERVICE QUALITY

Your satisfaction is our priority

Each customer benefits from our resources, expertise, skills and professional structures on the basis of fixed, flat-rate costs. Our solutions reduce IT operating costs, thanks to a comprehensive service including organisation, tools and service guarantees. To ensure quality, our teams take care of the following: Ticketing, procedures, quality control, process implementation and monitoring.

3

Simple and modular

Offers according to your needs

The level of cover is defined according to your needs in terms of support, security and availability. We also assess the risk associated with the use of IT tools. Depending on the services you choose, support may be included in your package. If this is not the case, we can offer you a monthly package for your users.

TICKETING PORTAL

What are the advantages of Ticketing Portal?

Creating your tickets

Simply log in to our ticketing portal to create tickets for your IT-related problems or questions.

Helpdesk follow-up

Your technical contact who has been specifically assigned to your account and who is an expert in your infrstructure will handle your request.

Direct contact

Get an overview of your tickets and follow their evolution by staying in direct contact with your technical manager through comments.

Ticket resolution

As soon as the ticket is resolved, you will be informed by your technical contact and by e-mail. Check the solution on the ticketing portal.