Individual Customer Service and Support
In close collaboration with your organization, we will manage the operation of your hosting environment.
Around the Clock
The functions and processes of our service operation optimize both support and services. Our goal is to offer robust systems and services with appropriate reactive and proactive components.
The service operation functions include the service desk, standby team and second level support.
Our standby team is available 24 hours, seven days a week, 365 days a year (24/7/365). If problems arise within your hosting environment, our monitoring system automatically generates messages over several channels. You can choose between proactive and reactive support. Most customers prefer using the complete, worry-free version of proactive support in which mpex automatically resolves any problems that arise as quickly as possible. Our goal is to react before you or your customer are aware of any problem.
The service desk is the contact site where all IT users requiring support can pose their questions. The service desk can be contacted by phone, (Berlin fixed line number), using our ticket system or through e-mail. The service desk is ready to handle your questions during business hours on workdays from 9 AM to 6 PM. Our premium service level agreement includes around-the-clock availability to deal with problems encountered by our second-level team and standby team.