• Support. Flexible and tailored to your needs.

    Support. Flexible and tailored to your needs.

    We offer you tailored support models from occasional support on request to regular operational support as a targeted extension of your internal team.

Support at a glance

on .

The support processes at MOORnetworks have been standardised as of 1 March 2021. The previous processes were getting on in years and have now been adapted to today's market requirements. Detection & Response takes security needs to the next level. See more, respond faster - prepare for, resist and recover quickly from threats is today's motto. Read here why proactive maintenance and monitoring of all systems is becoming key.

  • Consequent: Standardised processes as a basis for support and assistance
    We offer support on the basis of a valid support agreement. You are also welcome to contact us without a contractual agreement, the scope of services and conditions are based on column "S".
  • Simple: Unification of responsibilities
    We offer support through a single point of contact. Preferably electronically, via web portal, email, chat, remotely or by phone.

 

 

Service- and Helpdesk

Our helpdesk is at your disposal as a single point of contact and supports you multilingual, friendly and competent. The helpdesk classifies the request, schedules and plans the use of the currently available resources and monitors the further progress. Our ticket system logs all messages and ensures full control over the current status and progress of the work.

If your problem cannot be solved by e-mail or remote support, we will try to reconstruct the problem on a test system or arrange an on-site appointment (option). Alternatively, you visit us at our service centre. Uncomplicated and solution-oriented.

 

Remote-Support

We offer you our services online using remote maintenance software. We support all major operating systems, just download, open and tell our helpdesk the session code displayed. You can follow all work on your screen. When support is complete, the technician closes the connection and you can continue working normally.

We use a customized version of Teamviewer, a globally recognized software with high security standards. All data is transmitted encrypted end-to-end. Neither installation, adjustments to your settings/firewall nor administrator rights are required. All you need is a working Internet connection.

 

Standby- and response time

Regardless of the support channel, you can open a ticket 7x24 hours, 365 days a year. The standby and response times refer to the availability of our support staff and their reachability by telephone, but in particular they regulate the time in which an incident is processed and by when the work must be started. Requests of a general nature as well as change requests are subject to normal lead times as they are not disruptions but planned extensions.

 

Our business segments

Project support
Comprehensive and personalised, for +20 years

  • Consulting & Strategic Support
  • Process optimisation
  • Coaching & Out-tasking
  • Contract Management

 

Operational outsourcing
Standardised operating services at a fixed price

  • Infrastructure services
  • Platform services
  • Software services
  • Support & Upkeep

Systemintegration
Project-specific services made to measure

  • Soft- & Hardware procurement
  • Programming & Development
  • Installation & Rollouts
  • Support & Maintenance

 

About MOORnetworks
Technology. Knowledge. Passion

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