Support and Maintenance

With our fully vendor-accredited support services, you can offer your customers total assurance for even the largest, most complex, and most critical networking, IT and security environments.

Support

Your customers need effective, highly responsive technical support from day one to keep their critical operations online.

But you may face a range of challenges in terms of providing this, from skills gaps and resourcing issues, to lack of defined processes or required vendor accreditations.

With our fully vendor-accredited support services, you
can offer your customers total assurance for even the largest, most complex, and most critical networking, IT and security environments.

While vendor support contracts may focus on
a single OEM’s solutions, we can ‘triage’ across multi-vendor infrastructure to discover and resolve technical issues faster.

We can also be highly flexible about response times, ensuring your customers get the rapid help they need, wherever and whenever they need it.

Whether you plan to eventually deliver support for your end-customers using in house resources, or if you decide to continue using Infinigate to support your end customers long term, we can help you to maximise commercial opportunities and deliver consistently excellent customer experiences.

Support Services

Our technical product specialists are available to our Infinigate partners for post-sales support, depending on the service level of the respective manufacturer.

As part of TechServices, Infinigate supports you with professional services from certified product and technology specialists who have in-depth, specific knowledge. There are various support models to cater to your specific requirements as effectively as possible.

Partner Support

If you are not able to solve a problem or incident that occurs with your customer within the scope of your 1st level support, Infinigate provides an escalation level partner support in English and German.

Support cases are generally opened by e-mail to support@infinigate.ch. Support cases with priority P1 or P2 (*see support priority chart) can be opened directly by calling +41 41 799 01 01.

Tickets are processed by our support team from Monday to Friday between 08:00 to 12:00 o’clock and 13:15 to 17:30 o’clock with the exception of public holidays. A first reaction usually occurs within two working hours after receipt of the support request, in most cases even faster.

P1 – Critical

Failure of the entire infrastructure in all areas, business-critical situation

P2 – Major

Failure of individual business-critical components or services, no workaround available or not reasonable

P3 – Major

Failure of individual components with minor impact on operations, workaround available and reasonable

P4 – Low

Technical information, licence and configuration request

Techservices-Team

The TechSevices team can look back on many years of experience in IT security and post-sales support. They have all the necessary vendor certifications for the complex tasks in this area. The optimal support of the Infinigate Channel Partners is the main focus of the partnership cooperation.

Email: support@infinigate.ch
Tel: +41 41 799 01 01

Contact now