Support at a glance
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 guaranteed services based on a chargeable support agreement, quickly and reliably. Requests without an underlying agreement are classified according to best-effort, 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.
Basic services
| Clear services and planning security with defined costs. |
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| Support agreement | S | M | L | XL | ||||
| Single Point of Contact One point of contact for all concerns, triage to provider |
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| Standardised ITIL processes Incident-, Problem- & Change-Management |
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| Transparent ticket communication Status, reporting and history per case |
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| Self-Care Assistance Access to knowhow database, FAQ's, diagnostic tools |
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| On-call times 5x9 | Mon-Fri 08:30 - 17:30, excl. public holidays |
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| 5x12 | Mon-Fri 07:00 - 19:00, excl. public holidays |  |
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| 6x12 | Mon-Sat 07:00 - 19:00, excl. public holidays | |
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| 7x24 | Mon-Sun 00:00 - 24:00, incl. public holidays | |
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| Response times for Incidents (Problems, faults) |
n/a | 24h | 8h/4h | 4h/2h | ||||
| for Changes (Configurations, licences) | <5d | <3d | <1d | |||||
| Support channel End-user support / contact point via |
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| Web-Portal | |
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| Messaging (Chat, SMS, MMS, WhatsApp) | |
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| Remote-Support (TeamViewer) | |
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| Telephone hotline | |
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| Callback service | |
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| Involvement of third parties / suppliers Extended triage/authorisation based on mandate |
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| Documentation maintenance | |
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| OnSite Support Extension on-site intervention in the event of malfunctions |
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| Endpoint-Management Device management and monitoring |
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| Server-Management Server management and monitoring |
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| Conditions Costs p/month |
0.- | 70.- | 235.- | 345.- | ||||
| Tickets p/year included | 2 | 6 | 24 | 36 | ||||
| Each additional ticket | 180.- | 90.- | 90.- | 90.- | ||||
Prices in CHF excl. VAT for annual subscription.
Automatic renewal for the same term, notice period 4 weeks before contract renewal.
Optional services
| Increase availability and operational safety. Action instead of reaction. |
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| Extended on-call and response times | ||
| We adapt to your business hours with a professional emergency service at a moderate fixed price. Usually more flexible and cost-effective than with your own staff and the overtime surcharges. Requests at the weekend or at night are received via the existing support channels and escalated in our organisation. You will receive a callback from a specialist within the response time, who will then take care of your issue. |
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| Extended OnSite Support | ||
| We offer you free tools for cross-location and cross-operating system support by means of remote support. In the case of hardware and system failures, however, the only way to help is usually an on-site service visit, which we are happy to schedule as part of a support agreement, but cannot guarantee immediately depending on the workload and circumstances. With this option, we duplicate the selected response times to the on-site area of operation. Example: You have a support agreement L/XL with a response time of 4 hours. If the problem cannot be solved by means of remote support after the initial start of work, an on-site interaction takes place within 4 hours. |
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| Extended Endpoint-Management | ||
| With cloud-based Zero Trust device management, we offer your employees proactive security and an optimal user experience. Company-owned, private, mobile or desktop endpoints are integrated into our platform across locations. Benefit from comprehensive endpoint security in the form of up-to-date updates, anti-virus and intelligent cyber defence, complemented by transparent infrastructure monitoring with remote maintenance options without user intervention. Example: You install a software client with minimal effort and immediately benefit from our "Care Pack" - without risking an interruption to ongoing processes. No device registration is required for existing MOORnetworks Cloud customers. Work data is protected by encryption, anti-virus, firewalls and other technologies that provide meaningful security data and are easy to deploy and manage. Fine-tuned policies control which devices and apps are allowed and manage the flow of data outside of trusted mobile apps and devices. Our licensing model is simple and based solely on the user login, regardless of how many. Supported operating systems: Windows, Windows Mobile, MacOS, iOS, Android |
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| Extended Server-Management | ||
| A highly scalable, global and modern management service provides proven processes to manage and keep server operating systems up to date, regardless of location. |
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.