per day
Support Services
As a reliable CX transformation partner, FIEBIG offers you comprehensive support services for operations during and after successful project implementation.
Our support services are designed to provide the best possible support during the operational phase and to optimize the service value chain.
Our Customer Support Center (CSC) is the single point of service for you
Your central contact for smooth operation, on request around the clock
24
Hours
7
days
per week
365
days
per year
Even if your solution implemented by us consists of various components and technologies from different manufacturers, we are your single point of contact for all concerns. This eliminates time-consuming forwarding processes and your request does not get lost in different organizational structures.
Service support concepts (standard/individual)
Service Level Agreements (SLAs)
Service support processes based on ITIL
German- and English-speaking service desk
Contractual service partner network
Service management
Around-the-clock support if required (24x7x365)
Incident & problem management
Fault analysis, implementation of immediate measures and troubleshooting/bug fixing
If necessary: Ticket opening with the manufacturer
Support in restoring normal operation
Support with updates and upgrades
Release and patch management
Active monitoring of ICT systems and applications (monitoring)
Industry-specific services for highly regulated environments with special requirements, e.g. for the financial services industry
Our support services are mutually agreed as part of a binding service level agreement and are usually provided remotely.
International Support Services Network
For companies whose organization also includes international locations, we are also active worldwide with regard to services. We have been providing our support services internationally for many decades and, if required, we work with local service partners on site to ensure that our support services are always close to our customers.
The single point of service principle also applies here: we are always there for you for all matters regarding your individual CX solution, whether in Germany, Europe or worldwide.
All our core processes are certified according to the quality management system DIN EN ISO 9001:2015. In addition, the FIEBIG ISMS is certified according to DIN ISO/IEC 27001:2017.
Our experienced specialists are always there for you personally and provide you with reliable end-to-end support, both on site and remote – according to the principle: Everything from a single experienced source.