HIGHLIGHTS<\/h2><\/div><\/div><\/div>- <\/i><\/span>\n
multi level service agreements with guaranteed response times<\/p>\n<\/div><\/li>
- <\/i><\/span>\n
process support by experienced engineers<\/p>\n<\/div><\/li><\/ul><\/div><\/div>
- <\/i><\/span>\n
client specific customisations and extensions<\/p>\n<\/div><\/li>
- <\/i><\/span>\n
service hotline<\/p>\n<\/div><\/li><\/ul><\/div><\/div>
- <\/i><\/span>\n
user and software training<\/p>\n<\/div><\/li>
- <\/i><\/span>\n
regular software updates<\/p>\n<\/div><\/li>
- <\/i><\/span>\n
service contracts<\/p>\n<\/div><\/li><\/ul><\/div><\/div><\/div><\/main>GFH SERVICE AGREEMENTS<\/h3><\/div><\/div><\/div>\n\n\n\nSERVICELEVEL<\/th>\n BASIC <\/th>\n SILVER <\/th>\n GOLD<\/th>\n DIAMOND<\/th>\n<\/tr>\n<\/thead>\n \n\nHotline<\/th>\n 24\/7<\/td>\n 24\/7<\/td>\n 24\/7<\/td>\n 24\/7<\/td>\n<\/tr>\n \nAvailability of qualified
\ntechnicians – CET \/ CEST<\/th>\n Mon.-Thur.: 08.00 \u2013 17.00
\nFr.: 08.00 \u2013 12.30<\/td>\n Mon.-Thur.: 07.00 \u2013 18.00
\nFri.: 07.00 \u2013 15.00<\/td>\n Mon.-Fri.: 06.00 \u2013 22.00<\/td>\n Mon.-Sun.: 24 h<\/td>\n<\/tr>\n \nResponse time
\nphone<\/th>\n < 8 h<\/td>\n < 4 h<\/td>\n < 4 h<\/td>\n < 4 h<\/td>\n<\/tr>\n \nResponse time
\nremote maintenance<\/th>\n < 4 h<\/td>\n < 2 h<\/td>\n < 2 h<\/td>\n < 2 h<\/td>\n<\/tr>\n \nResponse time on site
\n(after decision concerning
\ndeployment, excl. travel time) <\/th>\n < 5 days (typ.)<\/td>\n < 5 days<\/td>\n < 2 days<\/td>\n < 1 day<\/td>\n<\/tr>\n \nWarranted on-site service
\n(excl. travel time,
\non customer request) <\/th>\n no<\/td>\n yes<\/td>\n yes<\/td>\n yes<\/td>\n<\/tr>\n \nOnline remote
\ndiagnosis and
\ntelephone support
\noutside warranty\n<\/th>\n 200 \u20ac \/ ticket<\/td>\n 20 h inclusive \/ year<\/td>\n 40 h inclusive \/ year<\/td>\n<\/p>\n
40 h inclusive \/ year<\/td>\n<\/tr>\n \nSoftware maintenance<\/th>\n no<\/td>\n yes<\/td>\n yes<\/td>\n yes<\/td>\n<\/tr>\n \nMinimum contract
\nduration<\/th>\n none<\/td>\n 2 years<\/td>\n 2 years<\/td>\n<\/p>\n
2 years<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n<\/div><\/div>\n\n\n\nSERVICELEVEL BASIC<\/th>\n<\/tr>\n<\/thead>\n \n\n\nHotline<\/p>\n
24\/7<\/th>\n<\/tr>\n
\n\nAvailability of qualified technicians<\/p>\n
Mon.-Thur.: 08.00 – 17.00 GMT+1
\nFri.: 08.00 \u2013 12.30 GMT+1<\/th>\n<\/tr>\n
\n\nResponse time phone<\/p>\n
< 8 h<\/th>\n<\/tr>\n
\n\nResponse time remote maintenance<\/p>\n
< 4 h<\/th>\n<\/tr>\n
\n\nResponse time on site
\n(after decision concerning
deployment, excl. travel time)<\/p>\n
< 5 days (typ.)<\/th>\n<\/tr>\n
\n\nWarranted on-site service
\n(excl. travel time,
on customer request)<\/p>\n
no<\/th>\n<\/tr>\n
\n\nOnline remote diagnosis and telephone support outside warranty<\/p>\n
200 \u20ac \/ ticket<\/th>\n<\/tr>\n
\n\nSoftware maintenance<\/p>\n
no<\/th>\n<\/tr>\n
\n\nMinimum contract duration<\/p>\n
none<\/th>\n<\/tr>\n<\/tbody>\n<\/table>\n
<\/div>\n\n\n\n\nSERVICELEVEL SILVER<\/p>\n<\/th>\n<\/tr>\n<\/thead>\n
\n\n\nHotline<\/p>\n
24\/7<\/th>\n<\/tr>\n
\n\nAvailability of qualified technicians<\/p>\n
Mon.-Thur.: 07.00 – 18.00 GMT+1
\nFri.: 07.00 – 15.00 GMT+1<\/th>\n<\/tr>\n
\n\nResponse time phone<\/p>\n
< 4 h<\/th>\n<\/tr>\n
\n\nResponse time remote maintenance<\/p>\n
< 2 h<\/th>\n<\/tr>\n
\n\nResponse time on site <\/p>\n
(after decision concerning
deployment, excl. travel time)<\/p>\n
< 5 days<\/th>\n<\/tr>\n
\n\nWarranted on-site service<\/p>\n
(excl. travel time,
on customer request)<\/p>\n
yes<\/th>\n<\/tr>\n
\n\nOnline remote diagnosis and telephone support outside warranty<\/p>\n
20 h inclusive\/year<\/th>\n<\/tr>\n
\n\nSoftware maintenance<\/p>\n
yes<\/th>\n<\/tr>\n
\n\nMinimum contract duration<\/p>\n
2 year<\/th>\n<\/tr>\n<\/tbody>\n<\/table>\n
<\/div>\n\n\n\n\nSERVICELEVEL GOLD<\/p>\n<\/th>\n<\/tr>\n<\/thead>\n
\n\n\nHotline<\/p>\n
24\/7<\/th>\n<\/tr>\n
\n\nAvailability of qualified technicians<\/p>\n
Mon.-Fri.: 06.00 – 22.00 GMT+1<\/th>\n<\/tr>\n
\n\nResponse time phone<\/p>\n
< 4 h<\/th>\n<\/tr>\n
\n\nResponse time remote maintenance<\/p>\n
< 2 h<\/th>\n<\/tr>\n
\n\nResponse time on site (after decision concerning deployment, excl. travel time)<\/p>\n
< 2 days<\/th>\n<\/tr>\n
\n\nWarranted on-site service (excl. travel time, on customer request)<\/p>\n
yes<\/th>\n<\/tr>\n
\n\nOnline remote diagnosis and telephone support outside warranty<\/p>\n
40 h inclusive\/year<\/th>\n<\/tr>\n
\n\nSoftware maintenance<\/p>\n
yes<\/th>\n<\/tr>\n
\n\nMinimum contract duration<\/p>\n
2 year<\/th>\n<\/tr>\n<\/tbody>\n<\/table>\n
<\/div>\n\n\n\n\nSERVICELEVEL DIAMOND<\/p>\n<\/th>\n<\/tr>\n<\/thead>\n
\n\n\nHotline<\/p>\n
24\/7<\/th>\n<\/tr>\n
\n\nAvailability of qualified technicians<\/p>\n
Mon.-Sun.: 24 h<\/th>\n<\/tr>\n
\n\nResponse time phone<\/p>\n
< 4 h<\/th>\n<\/tr>\n
\n\nResponse time remote maintenance<\/p>\n
< 2 h<\/th>\n<\/tr>\n
\n\nResponse time on site <\/p>\n
(after decision concerning
deployment, excl. travel time)<\/p>\n
< 1 day<\/th>\n<\/tr>\n
\n\nWarranted on-site service<\/p>\n
(excl. travel time,
on customer request)<\/p>\n
yes<\/th>\n<\/tr>\n
\n\nOnline remote diagnosis and telephone support outside warranty<\/p>\n
40 h inclusive\/year<\/th>\n<\/tr>\n
\n\nSoftware maintenance<\/p>\n
yes<\/th>\n<\/tr>\n
\n\nMinimum contract duration<\/p>\n
2 year<\/th>\n<\/tr>\n<\/tbody>\n<\/table>\n<\/div><\/div><\/div><\/main>
- <\/i><\/span>\n
multi level service agreements with guaranteed response times<\/p>\n<\/div><\/li>
- <\/i><\/span>
\nprocess support by experienced engineers<\/p>\n<\/div><\/li><\/ul><\/div><\/div>
- <\/i><\/span>\n
client specific customisations and extensions<\/p>\n<\/div><\/li>
- <\/i><\/span>
\nservice hotline<\/p>\n<\/div><\/li><\/ul><\/div><\/div>
- <\/i><\/span>\n
user and software training<\/p>\n<\/div><\/li>
- <\/i><\/span>
\nregular software updates<\/p>\n<\/div><\/li>
- <\/i><\/span>
\nservice contracts<\/p>\n<\/div><\/li><\/ul><\/div><\/div><\/div><\/main>
GFH SERVICE AGREEMENTS<\/h3><\/div><\/div><\/div>
\n\n\n
\n \nSERVICELEVEL<\/th>\n BASIC <\/th>\n SILVER <\/th>\n GOLD<\/th>\n DIAMOND<\/th>\n<\/tr>\n<\/thead>\n \n Hotline<\/th>\n 24\/7<\/td>\n 24\/7<\/td>\n 24\/7<\/td>\n 24\/7<\/td>\n<\/tr>\n \n Availability of qualified
\ntechnicians – CET \/ CEST<\/th>\nMon.-Thur.: 08.00 \u2013 17.00
\nFr.: 08.00 \u2013 12.30<\/td>\nMon.-Thur.: 07.00 \u2013 18.00
\nFri.: 07.00 \u2013 15.00<\/td>\nMon.-Fri.: 06.00 \u2013 22.00<\/td>\n Mon.-Sun.: 24 h<\/td>\n<\/tr>\n \n Response time
\nphone<\/th>\n< 8 h<\/td>\n < 4 h<\/td>\n < 4 h<\/td>\n < 4 h<\/td>\n<\/tr>\n \n Response time
\nremote maintenance<\/th>\n< 4 h<\/td>\n < 2 h<\/td>\n < 2 h<\/td>\n < 2 h<\/td>\n<\/tr>\n \n Response time on site
\n(after decision concerning
\ndeployment, excl. travel time) <\/th>\n< 5 days (typ.)<\/td>\n < 5 days<\/td>\n < 2 days<\/td>\n < 1 day<\/td>\n<\/tr>\n \n Warranted on-site service
\n(excl. travel time,
\non customer request) <\/th>\nno<\/td>\n yes<\/td>\n yes<\/td>\n yes<\/td>\n<\/tr>\n \n Online remote
\ndiagnosis and
\ntelephone support
\noutside warranty\n<\/th>\n200 \u20ac \/ ticket<\/td>\n 20 h inclusive \/ year<\/td>\n 40 h inclusive \/ year<\/td>\n <\/p>\n
40 h inclusive \/ year<\/td>\n<\/tr>\n \n Software maintenance<\/th>\n no<\/td>\n yes<\/td>\n yes<\/td>\n yes<\/td>\n<\/tr>\n \n Minimum contract
\nduration<\/th>\nnone<\/td>\n 2 years<\/td>\n 2 years<\/td>\n <\/p>\n
2 years<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n<\/div><\/div> \n\n\n
\n \nSERVICELEVEL BASIC<\/th>\n<\/tr>\n<\/thead>\n \n \n Hotline<\/p>\n
24\/7<\/th>\n<\/tr>\n
\n \n Availability of qualified technicians<\/p>\n
Mon.-Thur.: 08.00 – 17.00 GMT+1
\nFri.: 08.00 \u2013 12.30 GMT+1<\/th>\n<\/tr>\n\n \n Response time phone<\/p>\n
< 8 h<\/th>\n<\/tr>\n
\n \n Response time remote maintenance<\/p>\n
< 4 h<\/th>\n<\/tr>\n
\n \n Response time on site
\n(after decision concerning
deployment, excl. travel time)<\/p>\n< 5 days (typ.)<\/th>\n<\/tr>\n
\n \n Warranted on-site service
\n(excl. travel time,
on customer request)<\/p>\nno<\/th>\n<\/tr>\n
\n \n Online remote diagnosis and telephone support outside warranty<\/p>\n
200 \u20ac \/ ticket<\/th>\n<\/tr>\n
\n \n Software maintenance<\/p>\n
no<\/th>\n<\/tr>\n
\n \n Minimum contract duration<\/p>\n
none<\/th>\n<\/tr>\n<\/tbody>\n<\/table>\n
<\/div>\n\n\n
\n \n\n SERVICELEVEL SILVER<\/p>\n<\/th>\n<\/tr>\n<\/thead>\n
\n \n Hotline<\/p>\n
24\/7<\/th>\n<\/tr>\n
\n \n Availability of qualified technicians<\/p>\n
Mon.-Thur.: 07.00 – 18.00 GMT+1
\nFri.: 07.00 – 15.00 GMT+1<\/th>\n<\/tr>\n\n \n Response time phone<\/p>\n
< 4 h<\/th>\n<\/tr>\n
\n \n Response time remote maintenance<\/p>\n
< 2 h<\/th>\n<\/tr>\n
\n \n Response time on site <\/p>\n
(after decision concerning
deployment, excl. travel time)<\/p>\n< 5 days<\/th>\n<\/tr>\n
\n \n Warranted on-site service<\/p>\n
(excl. travel time,
on customer request)<\/p>\nyes<\/th>\n<\/tr>\n
\n \n Online remote diagnosis and telephone support outside warranty<\/p>\n
20 h inclusive\/year<\/th>\n<\/tr>\n
\n \n Software maintenance<\/p>\n
yes<\/th>\n<\/tr>\n
\n \n Minimum contract duration<\/p>\n
2 year<\/th>\n<\/tr>\n<\/tbody>\n<\/table>\n
<\/div>\n\n\n
\n \n\n SERVICELEVEL GOLD<\/p>\n<\/th>\n<\/tr>\n<\/thead>\n
\n \n Hotline<\/p>\n
24\/7<\/th>\n<\/tr>\n
\n \n Availability of qualified technicians<\/p>\n
Mon.-Fri.: 06.00 – 22.00 GMT+1<\/th>\n<\/tr>\n
\n \n Response time phone<\/p>\n
< 4 h<\/th>\n<\/tr>\n
\n \n Response time remote maintenance<\/p>\n
< 2 h<\/th>\n<\/tr>\n
\n \n Response time on site (after decision concerning deployment, excl. travel time)<\/p>\n
< 2 days<\/th>\n<\/tr>\n
\n \n Warranted on-site service (excl. travel time, on customer request)<\/p>\n
yes<\/th>\n<\/tr>\n
\n \n Online remote diagnosis and telephone support outside warranty<\/p>\n
40 h inclusive\/year<\/th>\n<\/tr>\n
\n \n Software maintenance<\/p>\n
yes<\/th>\n<\/tr>\n
\n \n Minimum contract duration<\/p>\n
2 year<\/th>\n<\/tr>\n<\/tbody>\n<\/table>\n
<\/div>\n\n\n
\n \n\n SERVICELEVEL DIAMOND<\/p>\n<\/th>\n<\/tr>\n<\/thead>\n
\n \n Hotline<\/p>\n
24\/7<\/th>\n<\/tr>\n
\n \n Availability of qualified technicians<\/p>\n
Mon.-Sun.: 24 h<\/th>\n<\/tr>\n
\n \n Response time phone<\/p>\n
< 4 h<\/th>\n<\/tr>\n
\n \n Response time remote maintenance<\/p>\n
< 2 h<\/th>\n<\/tr>\n
\n \n Response time on site <\/p>\n
(after decision concerning
deployment, excl. travel time)<\/p>\n< 1 day<\/th>\n<\/tr>\n
\n \n Warranted on-site service<\/p>\n
(excl. travel time,
on customer request)<\/p>\nyes<\/th>\n<\/tr>\n
\n \n Online remote diagnosis and telephone support outside warranty<\/p>\n
40 h inclusive\/year<\/th>\n<\/tr>\n
\n \n Software maintenance<\/p>\n
yes<\/th>\n<\/tr>\n
\n \n Minimum contract duration<\/p>\n
2 year<\/th>\n<\/tr>\n<\/tbody>\n<\/table>\n<\/div><\/div><\/div><\/main>
- <\/i><\/span>
- <\/i><\/span>
- <\/i><\/span>