Service Desk
Competencies

Service Desk: Your Single Point of Contact for Professional Support

Be it questions, problems or requests: Our Service Desk is always available to respond by phone, email or ticketing system. Our Service Desk employees ensure that your support requests are handled competently and promptly within the framework of the agreed Service Level Agreements (SLAs).

Please Get in Touch

Our Service Desk takes care of all your IT queries immediately and competently: via ticketing system, telephone or e-mail.

We Take Care of Your IT Requests

As a Single Point of Contact (SPOC), we cover all requests regarding application management and operations of your solution. Your request will be analyzed and resolved at the first level and, if necessary, passed on to the second or third level support. In that case our System Engineers and Application Engineers will take over and handle your request competently.

Tailor-made Service Packages for Every Need

Our service desk can be used flexibly and is tailored to your needs. You can take advantage of our services regardless of whether you have your application hosted by us or not. Together, we define a service package that best meets your needs. We integrate seamlessly into your existing support organization and extend your own know-how, your internal IT or third party providers.

We are happy to coordinate with internal and external partners to address issues quickly so that you can concentrate on your core business. Depending on your requirements or service level agreement, we can also provide you with a Service Manager (SM) and an Account Manager (AM).

Clearly Defined Processes According to ITIL Standard

Using our knowledge base we document requests, solutions and standard procedures to provide high quality support every time. Our processes are based on the best practice framework ITIL – so we all are on the same page. We create detailed responsibility assignment matrices to clarify accountabilities.

Five Key Benefits

  • Personal – our Service Desk is your personal point of contact to support your web application; reachable by phone, email or ticketing system.
  • Professional – many years of experience to run large e-commerce and digital marketing platforms for more than 50 customers.
  • Specialized – our Service Desk is designed to support enterprise web applications.
  • Reliable – we take responsibility to address problems; no ticketing ping-pong.
  • Continuous – we continuously improve our services.

Three Good Reasons for Our Service Desk

  1. As an experienced web hosting provider, we guarantee you reaction time and expert knowledge so that you can focus on your business.
  2. We take responsibility for your concerns and problems to make it easier for you.
  3. We offer you access to our ticketing system and our knowledgebase to continuously improve together.

We Support These Customers in Their IT Concerns

Any questions about our Service Desk? We're happy to help.

Learn more about our Hosting Options

Managed Services

As a Managed Service Provider we host and maintain your web application on our servers.