Tailor-made technical assistance

tech support

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).

Traditional assistance

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.

Extensive support

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.

0
tickets solved in 2019

Full support

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.

Service Innovation Award 2019

It is not for nothing that Heitz System was awarded the 2019 Service Innovation Prize by the organisation of the Piscine de Demain. We do our utmost to meet your needs.