Our services at a glance
Technical consulting is the core of the estos service. The department was restructured with the aim of supporting prospective clients, customers, sales and technology partners and providing them with expert knowledge. It is time to give an overview of the current services.
Three service areas
The three pillars of Technical Consulting are Helpdesk, Service and Support as well as the service contracts. The Helpdesk primarily offers help for people who want to help themselves, both online and via the hotline. Service & Support combines not only training but also support during installation and commissioning. With different service contracts, customers can extend this support to productive operation and also rely on continuous software maintenance.
The Helpdesk is the initial source for information, support and news, and offers assistance for people who want to solve any problems themselves. Here you can find the latest news on product releases, current help topics and can directly create your own ticket on request.
Service & Support
Service & Support provides technical support for the optimal integration and use of your estos products. Product training is also offered in Starnberg or onsite with the customer.
With the service contracts Software Assurance (SA) and Service Level Agreements (SLA), estos offers optimal support through service quotas, guaranteed response times and use of up-to-date software versions.
An important piece of information that everyone who deals with estos products should know: The estos Helpdesk is the first contact point for technical information about the company. In the estos knowledge base, you will find numerous articles with the most frequently asked questions and challenges. Clearly sorted by product, any initial questions can be answered in advance.
If a potential customer does not find a suitable article in the knowledge base, the next step is to create a ticket. When creating a ticket, you are automatically registered by our Helpdesk and have access to your tickets and stored data at any time with your login information. For example, in the ticket you can report a current problem, ask questions about installation or any specific features and make suggestions.
When creating a ticket, specific predefined prompts help to ensure that the ticket is passed on to the right department.
Service & Support
The Service & Support Team is responsible for several areas. With Professional Services, estos offers a wide range of service packages for partners and customers who want to use estos products productively, carry out an installation or set up a connection according to individual specifications. Current examples of the service portfolio are the basic installation packages, the special packages for ERP/CRM integration, MultiSite environments or project support on site.
The Service & Support team also assists in the elimination of errors and coordinates fault analysis – also in connection with remote maintenance – workarounds, and if necessary software corrections to solve any customer problems.
A further service is the training of partners and administrators, which can also be taken advantage of onsite. With a multitude of features, demands on IT infrastructure are increasing and complexity is growing.
To master these challenges estos offers individual training onsite or at estos. Together with the customer’s own IT representatives, estos products can then be optimally integrated into the customer environment. Through direct exchange and the contribution of the manufacturer's own expertise, possible risks can be minimized in advance and partners can further deepen their existing estos knowledge, build up technical expertise and thus win further customer projects.
Software Assurance (SA) and Service Level Agreements (SLA) are services that guarantee optimal support for customers and use of the latest software versions. With the Premium Service Level Agreements (PSLA) estos also offers a combined version giving the advantage of both contracts.
With the three pillars of Helpdesk, Service & Support and Service Agreements, Technical Consulting supports partners and customers before, during and after completion of a project. The aim is that users can utilize the advantages of estos products as smoothly as possible. With strong support at estos company headquarters in Starnberg, partners and customers have a competent and reliable point of contact in Technical Consulting, working passionately for optimal product use and continuously developing the services.