CUSTOMER SATISFACTION IS HOW WE MEASURE QUALITY.

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HOW WE MEASURE QUALITY.

COMPAREX MultiVendor Helpdesk

Standard Support

Professional Support

Premium Support

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The COMPAREX MultiVendor Helpdesk does not only provide you with 1st, 2nd and 3rd level 24/7 support; our Technical Account Managers (TAM) are available around the clock as your central point of contact and are there to actively support you.

The objective of our support service is not merely to react to your problems and questions, but to prevent possible break-downs and keep your IT processes running smoothly.

We have developed various support models that are closely tailored to your specific needs.

Business Continuity Management Process Analysis and Design Security Audits Health Checks Monitoring Hotfix Support Reactive 1st, 2nd & 3rd Level Support Tech

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THE SATISFACTION OF YOUR CUSTOMERS

THE MEASURE OF OUR QUALITY AND EFFICIENCY

Information technology has long ceased to be an end in itself. On the contrary, it is the cornerstone of a modern, properly functioning company. The secure and trouble-free flow of your internal business processes provides the foundation for successful collaboration with your customers and is, therefore, our ultimate objective.

With the COMPAREX MultiVendor Helpdesk, you have a powerful and highly qualified partner that offers you proac-tive, dynamic, cross-vendor all-round protection for your IT operations.

Regular training and ongoing certification ensure that our employees remain highly technically skilled. This performance can be expressed in figures: 80 per cent of all calls are dealt with immediately by the MultiVendor Helpdesk. In addition, the quality and efficiency of our operating processes are checked and certified in accordance with ISO 9001 and ITIL. Not only do you benefit from the process and results-oriented support we provide, you can also impress your customers by delivering maximum security, availability and performance.

Your Proactive Support Partner //

ACT RATHER THAN REACT – OUR PORTFOLIO

Besides being a Microsoft Gold Certified Partner and a VMware Authorised Consultant, we are the certified partners of many other reputable vendors. This exclusive know-how and the extensive project knowledge of our support specialists ensure that the IT support you receive is of the highest quality.

Distinguished!

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Professional protection for your business operations

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Proactive protection against downtimes

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One contract for all vendors

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No shortages in resources

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Less time required for your IT administration

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Fewer service and IT costs

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One central point of contact for escalation problems

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TAKE ADVANTAGE OF OUR SUPPORT PACKAGES

Support Package//

Our recommendations:

for customers who require competent support in solving everyday IT-related problems. • Available from 8 a.m. – 6 p.m.

• Response time: Two hours (for server, network, system or critical application problems)

• Support service includes support for all vendors

Our recommendations:

for customers who require the fastest possible support in the event of an error or help with solving staff shortages.

• 24x7 availability

• Remote access

• Monthly call statistics and monthly newsletter

Our recommendations:

for customers who require active and proactive support from clearly defined COMPAREX contact part-ners (Technical Account Manager, support engineers) as well as support from partpart-ners and vendors. • 24x7 availability

• One dedicated point of contact (TAM) who is your primary contact person

• Escalation management

• Direct access to vendor support (3rd level Microsoft, Citrix, Novell/Suse support)

• Remote access

• Monthly call statistics and monthly newsletter

Standard Support

Professional Support

Premium Support

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Standard Support Professional Support Premium Support • Available from 8 am – 6 pm • 24/7 Availability • Technical Account Manager • Access to vendor support • 24/7 Availability

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• Proactive Service Monitoring Support

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Service Level Service Support How you benefit:

• Your business operations run smoothly

• Your IT systems are protected against breakdowns

• Network errors, bottlenecks and performance problems are detected at an early stage as are threshold value transgressions

• Accurate diagnostic information on the current state of your IT systems is available at all times

• A decisive contribution is made to business continuity management and process optimisation

• Continuous and preventive monitoring of important performance parameters from your IT environment is provided

Your IT systems need to be stable, powerful and flexible, yet remain cost-effective. That’s why ensuring your business operations run smoothly and preventing outages is becoming ever more important.

COMPAREX IT System Monitoring is a proactive service that goes beyond the COMPAREX support provided for your IT infrastructure. Day or night, our specialists will identify problems at an early stage and take steps to rectify them. This makes a decisive contribution to business continuity management and process optimisation, and prevents dam- age to your company.

Additional Services //

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“For us, customer satisfaction is more than just a formulated objective; it is our passion. The results of regular surveys completed by our customers show clearly that the fast response time, the high technical level and the results-oriented support of our specialists are exactly what contribute to the high quality of the MultiVendor Helpdesk.”

Nicole Weber, Head of the COMPAREX MultiVendor Helpdesk

We also regularly receive this confirmation via our feedback tool:

“… The way in which my problems and questions relating to Utimaco’s SafeGuard Easy are handled is just what I need for my workflow. The technical discussions held in order to come up with a solution are also very productive. Absolutely great!“

Manfred Lehmann, Sparkasse Zwickau

“… Thanks again for the excellent, extremely competent and very quick help!“

Wolfgang Albert, TDS HR Services and Solutions GmbH

“… I think the support provided is really very good. I’ve already spread this information around in my company, as it’s not often that you find this level of quality.“

Klaus Flaschenträger, German Central Bank, Head office in Frankfurt

“… Even in the planning stage, we were thoroughly impressed with the know-how demonstrated by the experts at COMPAREX.“

IT Coordination, Volkswagen Sachsen GmbH, Zwickau

Our Vendors //

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SATISFIED CUSTOMERS ARE THE BEST REFERENCES

Customers‘ Selected Escalation Feedback Surveys

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• Premium Helpdesk support

• 24 x 7 support

• Vendor-independent premium calls

• Flexible quota of TAM hours

SUCCESS BREEDS CONFIDENCE

GfK SE

“We support a number of different server systems in a very heterogeneous system environment at our data centre in Nuremberg. In order to ensure the stable operation of these systems, it is essential that we receive direct hardware sup-port from the respective vendors while maintaining quick and direct contact to each software provider. The MultiVendor support from COMPAREX was very convenient for our needs. This addition to our own very well-trained IT staff is the ideal solution for our software support requirements.“

Helmrich Streitmatter, IT-Manager, GfK Data Services Solution:

Our Customers //

Seyfert GmbH

“Engineers at Seyfert are passionate about packaging. As our employees and customers need to be constantly kept up to date, communication via Microsoft Exchange plays a key role here. When the attempt at recovering our email environ-ment suddenly failed and our exchange database was damaged, we received expert support from the COMPAREX MultiVendor Helpdesk.

With call priority A, the log containing errors were analysed and the system was successfully restored. Thanks to COMPAREX, our employees were able to continue communicating via Microsoft Exchange without any adverse effects. We’ll definitely rely on this security in the future.“

Stefan Goll, IT Centre, Seyfert GmbH Solution:

• Professional Helpdesk support

• 24 x 7 support

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COMPAREX MultiVendor Helpdesk

// International Presence

1st Level Support:

+49 341 2568 422

2nd & 3rd Level Support:

+49 341 2568 552

email:

helpdesk@comparex.com

COMPAREX AG

Blochstraße 1

04329 Leipzig

Contact

www.multivendorhelpdesk.com

• Call acceptance and customer support provided by

interna-tional subsidiaries in a local language.

• If required: Problem solving and provision of 1st, 2nd and 3rd level support by means of central coverage through the multilingual MultiVendor Helpdesk in Germany.