TECHNICAL ASSISTANCE

Business Continuity is the top priority for our customers and therefore for us

Cyberedge offers qualified assistance to prevent, as far as foreseeable, any interruption of operations or to restore them in the shortest possible time.

How to activate assistance

Customers can choose among the following options:

All technical support requests will be entered into our call tracking system, in order to provide a single and user-friendly control interface. By accessing the portal, Customers will be able to check the status of each request and obtain statistics on intervention and resolution times.

How to activate a request

If you want to enter a technical support request in our portal, please make the following steps:

Go to https://hd.cabar.com
If you already have an account, please enter your user id and password. If it’s your first visit to the portal and you don’t have an account, please, create one.
Fill in the form following the guided steps
Check your in-box: the system will automatically send you an e-mail providing the unique ID Ticket, which you will use to track the status of your request.

How to track your request

Our ticketing system, allows you to see all sent and received messages (both on our WEB portal and the e-mail) and to add all the required recipients

The admin user can view all the open / closed / in progress tickets, even those he/she was not directly notified by e-mail

How we manage your request

Every request we receive undergoes the following procedure:

  1. Triage: based on the information provided by the customers, we assign a priority level
  2. Diagnostics: we produce a forecast of the recovery time and we send it to our customer. According to the SLA with the customers, we can provide and activate a redundant system in order to minimize the impact on the activity
  3. Maintenance intervention: the repair procedure is activated by our team and / or we involve the necessary external suppliers and partners, and we inform the customer about the recovery times and reactivation of the original station/service.

NOTE: Any escalation with external suppliers may vary according to the SLA and the on-going contracts with each supplier.

Remote assistance

Our remote assistance service makes the technical intervention as quick as possible, as we can immediately reach both the system and the operator, with no delay.

As soosn as the request is registered in our system, according to the procedure we described here above, one of our technical expert will get in touch with the customers either:
– by phone;
– by workstation remote control;
– by infrastructure devices remote control

When we activate the remote control, we use certified and safe tools and procedures, which guarantee severe access control and which are provided by the most trusted companies in the market.

On site assistance

Sometimes problems cannot be solved but on site. Each time we go to the customer to solve an issue, we choose the most qualified and specialized resource of our team according to the specific hardware or software problem we have to fix.

Let’s assume that we receive a request and we suppose that we have to fix an issue on a device “Type A” but then our technician discovers that the impacted device is “Type B”, he/she will either ask for remote support to another technician, who is specialized in “Type B” or will set a new on-site intervention with the colleague.

COURTESY EQUIPMENT

Based on the contractual SLA assistance level defined with each customer, Cyberedge can offer the customer a COURTESY DEVICES service, i.e. devices and/or applications, which are given to the company on loan for use until the non-functioning ones are restored/replaced.