Technical support that is there when you need it, to work with your teams to ensure continuous operation and efficiency.
On receiving a support request, the R&S support team initiates a resolution process. During this process our qualified experts work together with the customer according to the parameters defined by the Service Level Agreement. This allows us to give prioritized access to our global team of experts ensuring timely responses and resolutions. In the case of complex customer installation or workflow scenarios we are able to rapidly reproduce specific cases in our laboratories thus resolving problems remotely in the most efficient manner.
As part of our offering, we provide an on-time promise for a first qualified response directly from our team of experts ensuring that your enquiries are answered within committed timescales. Options for technical support response times are FAST which promises a qualified response within two hours or PRIORITIZED providing a response within a six-hour time window for critical cases.
