Tailor-made technical assistance
Tailor-made technical assistance
Take advantage of several levels of technical support to better accompany you on a daily basis! Our technicians are at your disposal to answer your questions by messages and telephone. Depending on your need for support, we offer: a traditional hotline, extended hours, up to a full hotline (for maximum assistance).
L'assistance traditionnelle
For any remote troubleshooting of our software and hardware, a team of engineers is at your service via our ticketing system; this will allow you to have an answer as soon as possible and to follow your requests. In case of technical problem, you can also reach us at +33(0)4 90 33 27 80 with your customer number, from Monday to Friday, from 9:00 to 12:00 and from 14:00 to 18:00.
L'assistance étendue
This second level of support includes the traditional helpdesk (Monday to Friday from 9:00 am to 12:00 pm and 2:00 pm to 6:00 pm) but also many other advantages:
- Database backup on a Cloud Server
- Support on ticket declaration from Monday to Friday from 9:00 am to 8:00 pm
- Support on ticket declaration on weekends from 9:00 am to 5:00 pm
Therefore, you have the possibility to contact us by phone but also by sending a "ticket" to the technicians via the helpdesk platform. The tickets are then processed in order of arrival and in the shortest possible time.
L'assistance full
For establishments that want maximum support 7 days a week, we have set up level 3 "full support" which gives you access to multiple services:
- Support on ticket declaration from Monday to Friday from 9:00 am to 8:00 pm.
- Assistance on ticket declaration on weekends from 9:00 am to 5:00 pm.
- Hotline support from Monday to Friday from 9:00 to 12:00 and from 14:00 to 18:00.
- Installation of computer peripherals.
- Software installation.
- Monitoring of the computer workstations: monitoring of the server workstation.
- Supervision Link xDSL / Fiber.
- Software incidents.
- Database backup on a Cloud server.
- Update / Maintenance / Technical configuration.
- Cleaning of computer stations.
- Creation of technical documentation for networks.
Prix "innovation de service" 2019
Ce n'est pas pour rien que Heitz System a été récompensé du prix de l'innovation de service 2019 par l'organisation de la Piscine de Demain. Nous mettons tout en oeuvre pour répondre à vos besoins.
