Technischer Support | Kontron Europa und Asien

Support & Services

Expert assistance is always available. Kontron’s technical support services are packaged for simplicity, varying in terms of response times

Maximize your hardware and software investment

Highly-experienced technical teams worldwide, with the service you expect of a local support team

Ensured performance; proven programs results with regular progress reports every 6 months

Eliminating service call wait times – response times guaranteed with specific Silver, Gold and Platinum programs

Features	Standard	Silver	Gold	Platinum 24/7
First response time: critical or major issue*	Best effort only: Optional upgrade upon request	3 working days	24h on business days	1h
First response time: Other issue*	Best effort only Optional upgrade upon request	7 working days	3 working days	1 working day
Access to knowledge database (FAQ)	x	x	x	x
Monitored email support	x	x	x	x
Live telephone support			x	x
Assigned engineer (critical and major issues only)		x
Dedicated engineer (critical and major issues only)			x	x
Service availability		8am-5pm Monday-Friday (CET, EST, PST)	8am-5pm Monday-Friday (CET, EST, PST)	24/7
Performance reports (every 6 months)		x	x	x

Severity levels:

Critical: severely affect service, capacity, functionality or maintenance capabilities and require immediate corrective action. The Service Provider will give the highest scheduling priority to solve the issue.
Major: cause conditions that seriously affect system operation, maintenance and administration, etc. and require immediate attention. The Service Provider will give the second highest scheduling priority to solve the issue.
Other: are considered minor. The Service Provider will give the third highest scheduling priority to solve the issue.

For more information or to get a quote, pleasecontact us ordownload Brochure

For questions regarding products or to get a product quote, please click here
To contact tech support please click here