QIOX HELPDESK REMOTE

Our QIOX HelpDesk keeps the furniture in optimal condition (preventive maintenance) and solves any malfunctions (corrective maintenance). The service SLA is remotely managed and executed. The QIOX helpdesk will provide support with regard to reported malfunctions in accordance with the agreed service level. The HelpDesk will provide support with reported malfunctions according to the agreed service level. Malfunctions are always dealt with first line service via remote control. If a malfunction cannot be solved via 1st line service, a solution for the malfunction will be sought via 2nd line (paid) service on location.

Service appointments basic

• Email/ticket system fault reports 24/7
• By phone Monday to Sunday 09.00 - 21.00 hours
• Response time within office hours 1st line service within 2 hours
• Response time outside office hours 1st line service next working day within 2 hours
• Target resolution time 1st + 2nd line service (during office hours) within 1 or 2 working days
• Online ticket system with HelpDesk during regular office hours for problems and questions (1st level support);
• Responding to alarms whenever possible, before a problem occurs;
• Testing, installing and configuring corrective and preventive software/app updates of the Kiosk App Store cloud based so ware;
• Implementing improvements (preventive and corrective) of the software/apps as delivered by suppliers under their maintenance obligations being the app.
• Providing a central hotline for registration and handling of fault reports.