Help desk facilities
The priority of any service provided by the technical support team is to ensure that, if required, customers have access to the right types of support. Help desk facilities are offered to customers who have technically competent staff to manage any first line maintenance but would like direct access to the Siemens engineering staff, in the case of an emergency. The technical support team is able to walk customers through possible issues and fixes, helping speed the recovery of any problems with a system.
Our improved level of service offers customers the use of a single telephone number to contact the support team, thus allowing support call metrics to be more easily captured and reported. The number is manned during UK office hours and has an out of hours answering machine. Once a call is answered and a reference number has been allocated, the support team will respond within the timescales defined in individual support contracts.