Premium Support Software Service
The Arrow Premium Support Service offers exclusive technical support with guaranteed SLAs (Service Level Agreements) that is not specific to particular manufacturers.
A dedicated, highly qualified support team can be contacted working days during 9 am to 5 pm (local time) for 8x5-Support, or daily round the clock for 24x7-Support.
Binding service levels guarantee an agreed service quality. Every service level is linked to specific time windows, which make the process flow transparent since assured service features, such as response time and speed of processing, are defined within them.
THE ARROW PREMIUM SUPPORT SERVICE OFFERS THE FOLLOWING FEATURES:
- Support within binding response times (P1–P3) and escalation levels
- Support of end customers of resellers
- Highly qualified and certified Premium Support team
- Dedicated single point of contact (SPoC)
- Multi-lingual support (guaranteed German, English)
- Provision of manufacturer software (valid manufacturer maintenance contract necessary)
- Remote support
- Call-back function via the Arrow website
Support not only in the case of fault, but also for diverse technical questions not related to ongoing operations, for example:
- Product experiences
- Product functionalities
- Migration requirements
- Project planning
- Server sizing
- Installation support (more extensive enquiries are covered by Arrow Technical Services)
This global service has been audited and certified by the TÜV Rheinland in Germany. The structured processes and ongoing quality control establishes a continuously high support and service quality.