Carin Support Services
24/7 Support Center
Beside business hour support services from our local offices, we also provide 24/7 support services from our Budapest support center. Your well known local support contact in the local offices will handle most cases during business hours, off business hours all cases are handled by our global support center.
Support cases can be reported by phone, email, fax or through our support site. On-site support is also available for a per-case fee or based on a modified support contract.
Update Service
Minor and major product updates are available to all customers with valid support contracts. Basic support level provides all bugfixes and minor updates, enhanced service provides major upgrades as well.
Support Service Level
Depending on the severity level of the support case, our commited reponse times vary from 30 minutes to 1 hour, resolution time from 2 hours to one business day.
Process
When an issue is reported, our support team will:
- Make all efforts to immediately resolve the issue
- If an issue cannot be resolved immediately, inform the customer of a call back time with an issue update
- We log all cases in our trouble reporting/ticketing system for tracking and analysis
