What is Heitz System's technical service?
Support tailored to your needs
Purchasing a solution from Heitz System also means having access to tailor-made support, depending on the level of assistance chosen, to enable you to improve your day-to-day management and performance.
Do you need technical support? The technical team is mobilised every day to answer your requests by ticket or by phone.
Speed Flexibility Quality
+ on-site installation by MS Informatique, integrated installer.
After many years of experience in access control equipment as Technical Manager, Daniel ROVAI joined the Heitz System team as Technical Director with the intention of optimising the performance of the department. He has not only a perfect technical knowledge but also a deep understanding of the needs.
"In addition to ensuring that the technicians can respond to all requests in a timely manner, I also ensure the quality of the on-site installation
of the equipment and recommend that customers follow the online training modules
to ensure that they are fully proficient with the solution
Another strength of Heitz System's technical service is its different levels of assistance adapted to each structure (small, medium, large), allowing for tailor-made support .
Thomas and Brandon, members of the technical team, tell us the guideline: "A ticket in the morning must be answered in the morning, a ticket in the afternoon must be solved in the afternoon. The aim is that at the end of the day no customer should be left without a response. Of course,the customer can refuse the solution, in which case we immediately look for a new one. Our aim is to respond to all requests in the shortest possible time. The technical department makes it a point of honour to respond within 24 hours and to find the appropriate solution within 48 hours.
"93% of requests processed within 24 hours
The strength of the quality of exchanges with our technical service is based on trained personnel on site and in direct contact with the operators. The effectiveness of our support system, with ticketing, is based on technicians who can be contacted directly on our site and who are committed to responding to you as quickly as possible: last year, 93% of requests were processed within 24 hours.
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