Maintenance and Support

Maintenance and Support

Maintenance and Technical Support

CDE’s after-sales activities include maintenance and technical support, which encompass the maintenance and upgrading of COCOS software as:

  • testing,
  • help-desk,
  • 24 hour emergency service,
  • preventative checking of the equipment and its functionalities,
  • measurements, equipment repair or replacement,
  • and consulting.

Our offer includes preventive and corrective maintenance. We have prepared several service-contract packages for our customers.

Maintenance of COCOS equipment and solutions depends on the maintenance contract, which is subject to mutual agreement with each partner. In general it includes:

CDE Technical Support – Helpdesk (24/7/365):
COCOS hardware and software maintenance, acceptance of fault reports, customer service regarding the use of software - by phone, email or in person.

CDE Technical Support – Regular Maintenance:
Regular preventive monitoring of COCOS hardware and software operations and following its findings execute appropriate maintenance measures.

CDE Technical Support – Preventive Maintenance:
Regular detailed inspections of COCOS hardware and software (at least once a year), implementation of relevant adjustments (eg, disc cleaning, etc.), implementation of software updates (new versions), performance optimization, etc.

Service Hours and Response Times

Basic
  • Acceptance of fault reports from 9am to 5pm
  • Acceptance of fault reports only during workdays, Monday to Friday
  • Response time: 8 - 10 hours
Standard
  • Acceptance of fault reports from 8am to 6pm
  • Acceptance of fault reports during workdays and weekends, not during national (SLO) holidays
  • Response time: 4 - 6 hours
Advanced
  • Acceptance of fault reports 24/7/365
  • Acceptance of fault reports during workdays, weekends and holidays
  • Response time: 2 hours

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