With the increasing number of threats, companies are faced with an unprecedented level of risk. Incident management reduces this risk by enabling us to identify and resolve incidents more quickly. Incident management is the most effective way to initiate an immediate response and prevent costly downtime.
Customer & Support
Hierarchical three-tier support model
01.
First-Level-Support
First point of contact and single point of contact. Contact is made either via a ticket system, e-mail or telephone. Most support issues can be resolved quickly by trained personnel in first-level support (multilingual, German and English, trained specialists).
02.
Second-Level-Support
Second-level support assists first-level support by taking on more complex requests.
03.
Third-Level-Support
Third-level support is made up of specialists from individual departments.
Incident Management
Service Level Agreement
Service level agreements are the basis for evaluating a service relationship. You can view our SLA directly under the following link. SLAs are also used as a control and quality assurance instrument.
First-call resolution rate of over 85%
The first-call resolution rate is one of the most important key figures for the service desk and therefore also for incident management. It expresses the proportion of reported faults or incidents that are resolved or dealt with without further escalation.

Multilingual service
German, English and other languages on request.
SPOC (Single Point of Contact)
Our helpdesk represents the SPOC in the model. The SPOC is the interface for communication with you as the customer.
Trained specialist personnel even at first level
Our support concept includes on-the-job training. This enables us to process your inquiries quickly and reliably.
Mobility Manager |
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Availability by telephone |
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Operating hours |
09:00 am - 17:00 pm | |
Extended operating hours |
On request |
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Helpdesk / fault reporting |
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Contact form via remoso.com |
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Phone | ||
Ticket system |
On request |
We would like to invite you to find out more about us!
Please feel free to contact us and arrange a non-binding initial consultation!