A service level agreement is a framework contract or interface between the customer and supplier for recurring services. auviso offers three different service level agreements as standard. The agreements regulate binding intervention times, ticketing | reporting, replacement device management and other individual services. The options range from the Standard Agreement to the Partner Agreement and the Premium Package. The latter includes 24/7 support, for example. On request and depending on the business case, we also offer customised solutions.
Our helpdesk (0848 288 476) is personally supervised by our service staff. This means that you speak to our specialists right from the start and receive the best possible support. Error messages can also be recorded via the ticketing system. The customer has access to an online tool that provides real-time information on the current status of the troubleshooting. Furthermore, the ticketing system provides scheduled reports and status messages.
A large part of the installed media technology can be repaired in our own workshop. In addition to technical expertise, we have the necessary equipment and measuring devices at our disposal. Thanks to our mobile service equipment, we can also carry out repairs at the customer's premises. If a replacement device is needed during the repair, we have a rental equipment pool covering an area of 4,500 m2 at our disposal.
Do you have a media technology installation that was not integrated by auviso? No problem, our service specialists will still take care of your installation.