Availability
The Helpdesk team can be reached Monday to Friday between 8.00 a.m. and 6.00 p.m. If needed, these service times can easily be adapted in line with your service times.

First Level Support
First Level Support, as a Single Point of Contact, is available to all users on the same number nationwide. Our highly qualified Helpdesk team can deal with most of the inquiries received straight away.

Second Level Support
TechniData IT-Service GmbH has a team of specialists drawn from a wide range of IT disciplines, who are capable of dealing with even highly complex problems. If needed, our specialists can also work together with the manufacturers in question so as to provide a satisfactory solution for the client.

ITIL
We attach great importance to the high quality of our services. In order to assure this high quality, we have well organized processes as well as highly qualified staff. All Helpdesk-related processes are organized in accordance with ITIL requirements. To ensure that processing of the reported problems remains transparent for our clients, the whole team uses the in-house-developed "WinHDS" Helpdesk System.

Remote Support
In order to ensure the best possible level of support for our clients, and to avoid expensive on-site deployments, we use the "Fastviewer" Desktop Sharing Software in our support and sales departments. Fastviewer allows access to the Desktops of client systems, irrespective of the client's setup, e.g. firewall systems or proxy servers.

In order to ensure the highest possible level of security for our clients' transferred data, we use the "Enterprise" edition of Fastviewer, for which the communications server in the in-house datacenter has been installed.