Support

Whether you need help with an urgent emergency or a simple support query; the experts at our helpdesk are ready to assist you. Your query will be automatically routed to the person with the right skill set, who will get back to you as quickly as possible. If you are an existing client, you can find your tickets and queries in the client portal. You can contact our IT helpdesk by phone and email.

System issues, licence management or creating users; all of these require a certain amount of expertise. Five packages are available for the Somnitec helpdesk: Basic, Bronze, Silver, Gold and Platinum. These helpdesk packages ensure you receive exactly the service you request; only paying for what you actually use.

Benefit from access to our support organisation starting with our free Basic helpdesk level. Clients that obtain their Microsoft 365 licences and Azure subscriptions from Somnitec in the Cloud Solution Provider (CSP) model benefit from all licence variants free of charge. Our standard support hours are Mon - Fri, 7am to 6pm, not including public holidays. A flat-rate case fee is charged for non-included services within these hours.

Starting from the Bronze package, we guarantee a response within 2 hours and access to our client portal is included. Support hours also cover weekends and public holidays for the Silver package and above. With Gold and above, a response time of less than 1 hour is guaranteed 24/7, Monday to Friday. With Platinum status, we are available to provide support 24/7, 365 days a year.

Support team

Secure your company's operations with professional IT support provided by our support team on our troubleshooting hotline. Receive ad-hoc solutions to any technical issues you face, allowing your employees to work productively without any technical issues. Direct support for technical queries and issues starts with our First Level Support, helping you avoid inefficiency and frustration. We quickly get to the root of the issue and work to achieve a sustainable solution.

Whether you send us error messages, change requests or licence changes – our single point of contact receives your queries centrally and registers them in the support system. Your queries are either managed directly by our operations team or passed on to the specialised second level support teams. If necessary, we will get in touch with the manufacturer of the affected component to provide more extensive support. Our expertise and our established industry contacts enable us to provide the fastest possible solutions.

Our helpdesk service model offers hotline support with a guaranteed response speed and 5 different levels of availability. For packages with a defined SLA (Service Level Agreement), we handle your request within regular service hours. In addition to first level support and second level support, our 24/7 emergency support offers unparalleled support, reducing the amount of time your company spends handling secondary tasks. This allows your team to dedicate more time to their main tasks and rely on seamless IT operations.

24/7 emergency support

Enjoy optimal security for all emergencies for guaranteed business continuity, even in the case of unforeseen technical failures. Unexpected IT issues can seriously impact your company. All it takes is one faulty switch to bring down an entire network. When an emergency occurs, a rapid and efficient response is crucial to stop the issue before it starts to affect your company's productivity, turnover and reputation.

This is why we offer our 24/7 emergency support service as a subscription to supplement the SLA services included in your IT outsourcing contract. As a result, you gain access to 24/7 telephone support for all IT infrastructure issues your face provided by a Somnitec system engineer with max. 1 hour response time.

Whether your company requires emergency IT support right now or whether you want to plan ahead; we have got you covered. All you need to do is give us a call to benefit from the vast expertise of our support team, which is constantly being updated. Our experts will analyse the issue and solve it for you remotely.

The attractive basic flat rate fee gives you access to support for all IT infrastructure problems, helping you avoid or minimise interruptions to your processes. Somnitec specialists resolve IT emergencies and help prevent future ones by professionally cleaning up the issues in the long term. Once your systems are back up and running, we work with you to introduce fitting precautions to prevent emergencies from reoccurring in the future.

Field service: on-site support and supervision

Our field Service offers qualified on-site support and supervision directly at your locations. Our experienced field service staff have been working for several customers for many years and are regarded as valued members of their team.

We ensure smooth IT operations through fast resolution times. Through direct contact and personal on-site support, our on-site supporters can solve problems effectively. Staging, component exchange and direct communication with your staff enable ad-hoc solutions. Our field service offers both 1st and 2nd level support.

A special benefit of our on-site days is the dedicated support by a dedicated engineer who deals exclusively with your concerns. With a lead time of 3 months, we schedule regular on-site days for a fast response time and optimal service coordination.

Rely on our field service for efficient on-site support and personal contact to resolve your issues quickly and accurately.