Our systems are extremely robust and achieve an availability of almost 100%. This is due to the excellent quality of our products and regular, preventive maintenance services. Our maintenance contracts offer a portfolio of services, including regular system checks, automatic hardware and software updates and the replacement of critical components before faults can occur. With 24/7 service or on-site engineering, our experienced technicians can assist you quickly and effectively in case of any emergency. By the way: reported incidents are recorded and registered in an online ticketing tool, where you can follow their status live until the incident has been successfully resolved.
Systems are checked and maintained on a regular basis. Software updates are automatically installed and defective or critical components are replaced before a fault can occur. WEYTEC smartTOUCH keyboards are thoroughly examined and cleaned.
During our annual on-site inspection, we recommend improvements to maintain system stability and extend system usability. This guarantees a long service life for your solution, so that your investment retains its value. This is of utmost importance to us.
1st level: In the WEYTEC service model, the customer's IT staff is trained to provide on-site 1st level user support.
2nd level: When designated customer SPOCs (Single Points of Contact) confront an incident they cannot resolve themselves, they open a ticket in the WEYTEC Service Portal. The ticket is processed and closed by our Field Service team.
3rd level: If our Field Service cannot solve an incident, they escalate the ticket to our product engineers in Switzerland. Thus, WEYTEC provides access to the team of experts who are responsible for the development and flawless functioning of the WEYTEC portfolio to our entire user community.