Software Support

All-round carefree? We can do that!

Our support levels guarantee you full flexibility, because you determine which level of support is optimal for your company. From German- and English-language recording of your inquiries to coordination with the manufacturer, we take over all services to ensure the worry-free operation of your software products.

You can reach our support team Monday to Friday from 8 am to 5 pm.

Access to our ticket system can be found here: https://otrs.proficom.de/otrs/customer.pl

Ansprechpartner

Your benefits
We speak your language!

Our staff will take care of you in German and English.

We are there when you are there!

Our support hours are based on your daily business. You can reach us Monday to Friday from 8 am to 5 pm.

Benefit from fixed contacts.

Contact your personal profi.com contact person directly with your request.

We want you to be able to work efficiently!

Due to our long lasting partnerships we have very good relations to R&D and product owners at the manufacturer.

Relieve your employees by letting us take over the complete communication with the manufacturer.

Why complicate things when they can be simple?!

Our proven ticket system is the core and provides you with an overview of all created tickets including the associated status.

Save valuable time through easy use of the ticket system.

We stand for quality.

Our service level agreements always guarantee short response times and preferential processing in priority cases.

Our standard SLA's
UrgencyResponse times*Description
Severity 1 (critical)*1 Hour
  • The production system has broken down.
  • A tool is not usable, consequently there is an interruption of work or other critical impact on the operation.
  • No interim solution is available.
Severity 2 (high)2 Hours
  • Significant loss of essential services.
  • Operations are severely restricted.
  • An interim solution is available.
Severity 3 (medium)4 Hours
  • Minor failure of services.
  • Product does not act as prescribed, minor impact in use, sufficient interim solution can be used.
Severity 4 (low)6 Hours
  • Minor problem.
  • Documentation, general information, optimisation requests, etc.

* The response time describes the typical period for the initial response to support requests.

These SLAs describe our standard support and may differ individually depending on the supported product.

Kennzahlen
32
Years of experience of our support staff
500+
Support tickets per year we solve
57
Support clients are in care
Our support services

Find out more about our detailed support services for manufacturers and software products here.

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