2. Technologies
  3. Operation

Here for you 365 days a Year Around the Clock in Three-Shift Operation

Whether project-related or during operation, we are at your side with advice and action through our Helpdesk and Service department at any time. You decide how much support you need. And if you encounter hardware problems, our service technicians are there to help you as a customer directly on site. Of course, we can also localize, analyze and remedy errors quickly and efficiently remotely. Through our User Helpdesk team manned by IT specialists we also offer your users optimal support. We can even take over first-level support for you to quickly and efficiently resolve the problems your users encounter.

DTS Helpdesk

Our DTS Helpdesk solution secures an cost-efficient service of consistently high quality. You can choose between whether you want to use our on-site Helpdesk service or whether you want our specialist technicians from DTS Systeme GmbH to look after you using remote maintenance. Thanks to the tools and processes we use, we achieve a high level of customer satisfaction. Our specialists narrow down problems immediately and solve them as quickly as possible.

The Benefit to You

  • Transparency in the operations process
  • Increase in service quality
  • Compliance with agreed service level agreements (SLAs)
  • IT and service cost savings
  • Rapid localization of faults
  • Targeted initiation of countermeasures
  • Relief for your own IT staff in the event of malfunctions
  • Quality assurance thanks to central operations
  • Satisfaction and efficiency in the end-user workplace
  • 24/7 availability

We offer you fast and efficient support in user questions and issues relating to hardware over our hotline manned by trained IT staff. If the customer already has a professional user Helpdesk and only tips are to be covered, inquiries are processed and returned directly to the customer UHD by email. If questions cannot be answered over the Helpdesk, a technician will come and solve the problem directly on site on request.

DTS Helpdesk Services

  • Support for your IT in isolating and solving problems
  • Taking calls and working out a solution
  • Forwarding or follow-up support if required
  • 24/7 availability to cover defined SLAs, to promptly initiate countermeasures and to inform third parties
  • Installation of updates and patches

DTS User Helpdesk Services

  • Relief for your internal IT
  • First level UHD support for everyday problems with standard applications
  • Remote support and troubleshooting option available
  • Transparent costs for user suppor
  • Desktop management

Training

We also offer a wide variety of training options for all our solutions. Whether through individual workshops for your administrators and employees to ensure professional support for your central IT or as training courses for your end users to familiarize them with the latest technologies and options available We give you the power to take over. Contact us today.

DTS Support Bundle

Secure your Investments

Have you invested in new hardware or would you like to extend the lifetime of existing systems to a maximum? Do you need fast recovery and a top service? You don’t want to have to deal with ordering spare parts and repairs? Then the DTS Support Bundle is perfect for you.

The DTS Support Bundle takes the form of a service level agreement (SLA) for securing your hardware investment. If an item of equipment malfunctions, you are guaranteed prompt service by qualified personnel. Defective parts are exchanged free of charge and replaced with original parts from the manufacturer. Do you also have sites in Europe or even worldwide? With the DTS Support Bundle, we can also offer you a comprehensive service model for these locations as well. Our partners provide us with access to 1,500 technicians worldwide allowing us to also be able to offer a central service concept. Talk to us today.

The DTS Support Bundle includes:

Hardware

Server, blade and storage systems, printers (from workplace printers to large printing systems), scanners, laptops, desktops, routers, switches, robot systems/libraries incl. drives and much more. All manufacturer independent and end-of-life.

Software

Software updates and telephone or remote support for operating systems and various standard software (also for switches and storage systems, for instance).

At a Glance:

  • Transparency: One agreement for all manufacturers
  • Dynamics: Amendment of the service level possible during the term of the agreement
  • Consolidation: Variable agreement terms enable current agreements to be amended
  • Quality: Services undertaken out by DTS or a qualified partner
  • Investment protection: Service beyond the end-of-life
  • Cost savings: Average of 30%
  • Multilingual call center in Germany
  • Warranty extension reinsurance

What service levels are available?

From 5 x 9 Next Business Day (fault handling Monday to Friday, 08:00-17:00 - latest start on-site fault repair next working day) to 7 x 24 (fault handling Monday to Sunday, 24 hours/day, guaranteed recovery time: e.g. 4 hours after fault notification was received), all combinations possible with HP hardware.
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Contact

Stefan Seidel
Regional Director & Head of Sales -
Technologies

+49 5221 1013-024

stefan.seidel (at) dts.de