Reactive Services for a reliable operation

Reactive Services

Rapid problem solving

We are there for you around the clock. Your system has to operate reliably day and night. That is why our support is available up to 24/7. Schäfer Global Call Management enables you to access our entire range of services and to obtain rapid support when needed. The direct connection via a Virtual Private Network (VPN) enables our technicians to remotely identify and rapidly resolve potential problems.

OUR REACTIVE SERVICES CONSIST OF

If a malfunction occurs with your system, our on-call service is available worldwide up to 24 hours a day, 365 days a year. During the initial telephone call, you will talk to our competent engineers and product managers who can provide you with comprehensive assistance.

One central hotline number (24/7) and our Ticketing Tool based on ITIL®-compliant processes
Guaranteed reaction times
Call reporting, call monitoring and customer feedbacks
Use of worldwide escalation structures
Optional: WAMAS® software maintenance and release management

If the fault cannot be resolved over the telephone or via remote service, you will require a technician on location. SSI SCHAEFER employs qualified engineers for all areas at more than 90 service locations worldwide.

Constant availability of our qualified service technicians (24/7)
Guaranteed, short response times
Defined escalation mechanisms
Minimized problem duration and significant increase in system availability

SSI Augmented Support is the first multi-functional, mobile, real-time video communication system that provides everything necessary for efficient maintenance and repair work.

An on-site technician activates the SSI Augmented Support which then establishes a connection to the SSI SCHAEFER service center. Activities are shown in real time, enabling the support staff to immediately begin assessing the problem and resolving the situation. The fault can be rectified quickly with voice and video support. Delays are avoided and the system can be rapidly put back into operation.