Understanding Our Service Support Levels

Created by Jiri Lambor, Modified on Mon, 03 Jul 2023 at 02:01 PM by Jiri Lambor

In our commitment to providing excellent customer service, we have implemented different service support levels to meet the specific needs of our valued customers. These support levels are designed to enhance your experience and ensure efficient assistance whenever needed. In this article, we will provide you with an overview of our service support tiers and what they entail.

Basic Level

Our Basic level of service support offers essential technical assistance for our customers. It includes access to our community forum, where you can engage with fellow users and find solutions to common issues. Additionally, you have the option to request service support at an hourly rate of 75 EUR. If you require non-standard firmware or hardware, you can initiate a new project for a fee of 200 EUR, with any modifications subject to a rate of 75 EUR per hour.

Gold Level

For more advanced technical support, we offer the Gold level. As a Gold-level customer, you gain access to our Helpdesk portal, where you can submit your inquiries and receive responses within 72 hours, five days a week. Opening a new project is included in the package, and you are entitled to four hours of technical support per month. Should you require additional support hours, they can be purchased at a rate of 75 EUR per hour. The Gold level is available at a price of 200 EUR per month or 2000 EUR per year.

Platinum Level 

Our Platinum level represents our premium technical support tier. As a Platinum customer, you receive priority in problem resolution, with inquiries addressed within 24 hours, five days a week. You have the highest level of priority in problem resolution, ensuring prompt assistance. The package includes 10 hours of technical support per month. The Platinum level is available at a price of 500 EUR per month or 5000 EUR per year.

Qualifying for a Tier

We would also like to inform you that at the beginning of each quarter, customers will receive an email with information regarding their assigned service support tier based on their order turnover. This means that you will be notified of your tier level, free of charge, at the start of each quarter. If your order turnover meets the criteria for a higher level of service support, you will be upgraded accordingly. We believe this approach ensures transparency and allows you to benefit from the most appropriate level of support based on your business needs. 

At our company, we understand that different customers have unique requirements when it comes to service support. That is why we offer these distinct levels to cater to your specific needs. Whether you choose the Basic, Gold, or Platinum level, rest assured that we are dedicated to providing the highest level of support and ensuring your satisfaction. If you have any questions or are unsure about the most suitable support level for you, please do not hesitate to contact our customer support team. We appreciate your trust in our services and look forward to continuing our collaboration.

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