24/7: High Value Support

Companies that are global players often work around the clock. There are tight schedules for customer projects and the development of new products. Eplan supports these companies in achieving their goals with its new High Value Support. Companies can benefit from expanded support services, including worldwide 24-hour English-language support via telephone, responses in less than 2 hours, problem analysis via Remote Tool and personal customer care with a Technical Support Manager.

Bernd Schewior.jpg: “We assist our customers in working with Eplan as efficiently as possible from anywhere in the world,” says Bernd Schewior, Director of Professional Services .

Monheim/Nuremberg, 25 November 2014 – Many companies work from several global locations and their design engineering departments are staffed around the clock. Operational reliability and system availability are paramount – and a high degree of customer service is desired. With the new fee-based High Value Support, solutions provider Eplan, offers full support worldwide. Global players benefit from support available by telephone around the clock, every day of the year, with no more than two hours of wait time for an Eplan technician, and personal customer care with a Technical Support Manager. Eplan is pursuing a challenging goal with these broad-based service offerings: “We assist our customers in working with Eplan as efficiently as possible from anywhere in the world at any time of day,” says Bernd Schewior, Director of Professional Services . This technical support is complemented by the web-based Eplan Solution Center and its integrated knowledge database, where users can find solutions and documentation by way of a keyword search and quickly solve any potential problems themselves.

Technical Support Managers offer personal contact and are familiar with the customer’s system environment and processes. Managers have an overview of all incoming support requests and are responsible for giving users the information they need. They have many years of experience in technical customer support and sophisticated system maintenance, and closely collaborate with specialist Eplan areas.

Three Support Levels to Match Your Needs

Since every company has its own structure and has different technical support requirements, Eplan offers three different software service levels to choose from. Eplan Basic Support, which was previously offered as part of standard services, offers all the necessary core functions of technical support, including updates, access to the Eplan Solution Center and Eplan Data Portal, and telephone support on workdays between 8.00 a.m. and 5.00 p.m. in many different languages. Access to the Eplan Solution Center was added to this package at the beginning of this year and comes with many benefits, such as the integrated knowledge database. Companies that sign up for Premium Support receive additional advantages like shorter wait times, support for more program versions, and expanded support for IT applications. The highest level, High Value Support, includes the complete spectrum of services for companies.

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