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.
|Clear services and planning security with defined costs.
|Single Point of Contact
One point of contact for all concerns, triage to provider
|Standardised ITIL processes
Incident-, Problem- & Change-Management
|Transparent ticket communication
Status, reporting and history per case
Access to knowhow database, FAQ's, diagnostic tools
5x9 | Mon-Fri 08:30 - 17:30, excl. public holidays
|5x12 | Mon-Fri 07:00 - 19:00, excl. public holidays|
|6x12 | Mon-Sat 07:00 - 19:00, excl. public holidays|
|7x24 | Mon-Sun 00:00 - 24:00, incl. public holidays|
for Incidents (Problems, faults)
|for Changes (Configurations, licences)||<5d||<3d||<1d|
End-user support / contact point via
|Messaging (Chat, SMS, MMS, WhatsApp)|
|Involvement of third parties / suppliers
Extended triage/authorisation based on mandate
Extension on-site intervention in the event of malfunctions
Device management and monitoring
Server management and monitoring
|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.
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.
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.