Werum Software & Systems AG - PAS-X Production Management

PAS-X SERVICES

Overview

Contact:
Juergen Geidies
Head of Services
Tel. +49 (0) 4131/8900-350
juergen.geidies@werum.com

Service Desk

The PAS-X Service Desk is the central point of contact for all support and service inquiries of our PAS-X customers. The Service Desk is staffed by qualified experts, and - if required by the customer - they can provide 24/7 round the clock service 365 days a year. The Service Desk operates according to ITIL standards and combines maximum solution competence with short response and solution times.

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The Service Desk receives and documents inquiries in a trouble ticket system and monitors and tracks them through to resolution.

Benefits of the PAS-X Service Desk

The PAS-X Service Desk offers the following scope of services:

24/7 support (depending on the maintenance agreement concluded by the customer)
Remote analysis via secure connections (SSL, VPN, etc.) as requested by the customer
Single Point of Contact
Services PAS-X

Incident management including
2nd level support

Oracle Database Support

Quality Standards for PAS-X Services

Workflows, organizational structures and tools of the Service Desk are based on the de-facto standard ITIL. All Service Desk staff members follow standard operating procedures (SOPs).

Highly Qualified Staff

The PAS-X Service Desk is manned by experienced and well-qualified staff. In close consultation with our customers, Service Desk staff become at a very early stage involved in the preparations of the go-live phase. This ensures a smooth and seamless transition of the project to the maintenance stage.