transtec360 Brochure - TE
IT-Services
IT-Services
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Organization –<br />
Customer Service Center<br />
1st<br />
Level<br />
Customer<br />
Telephone<br />
E-Mail<br />
Servicedesk<br />
2nd<br />
Level<br />
Vertical escalation possibility<br />
3rd<br />
Level<br />
Web portal<br />
Functional<br />
escalation possibility<br />
1st Level<br />
Ticket system<br />
Validation (SLAs)<br />
Trigger standard incidents<br />
Call dispatching<br />
2nd Level<br />
Knowledge database<br />
Remote access<br />
Troubleshooting<br />
Request fulfillment<br />
3rd Level<br />
Manufacturer/supplier<br />
transtec engineering<br />
3rd level system<br />
Engineers/Specialists<br />
11<br />
<strong>transtec360</strong>
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