Support

Support

A fitting option for every need

When choosing a hardware provider, high-quality systems and outstanding service should be the top criteria. Only this will ensure that your IT investment is covered when you need it most. Thanks to our additional services, you can rely on trained technicians to provide expert assistance.

Bring-in service

Part replacement with telephone and e-mail support

Essentials Package

Base service package for server orders within Germany

Exclusive Package

Support from qualified technicians directly on site

Enterprise Package

The comprehensive carefree package for mission-critical systems
Depending on your requirements, we have various service packages available for you – from Bring In and Essentials to Exclusive and Enterprise. The desired service package can simply be booked when configuring your server. You can also upgrade your service package at a later time, if desired. Please note: The site where your hardware will be located determines which services are available to you. In Germany, the Essentials Package is included standard when buying a new server and the Enterprise Package is only available in Germany.
1. Bring-in service

This service is part of the warranty and offers you telephone and e-mail support as well as the Bring-in Part Replacement service.

Bring-in service Essential package Exclusive package Enterprise package
Availability Worldwide EU/CH D/A/CH/BE/NL/IT/CZ/PL/ES D only

E-mail and telephone support
(Mon. to Fri.
from 07:00 to 22:30)		 Haken Haken Haken Haken

Bring-in parts exchange		 Haken Haken Haken Haken

Hardware advance
Exchange NBD		 Haken Haken Haken

24/7 callback service
(within two
hours)		 Haken Haken


On-site service NBD*

 Haken Haken


Hardware replacement
Same Day

 Haken

Purchase recommendation Support:

“Bring-in” service (warranty)

  • Mini-systems (e.g. business PCs, thin clients)
  • Replacements: Within several days
  • Only available for a 12-month service period
  • Only available outside Germany
2. Essentials Package

The Essentials Package includes an Advance Hardware Replacement service for the next business day and is included as standard with the purchase of a new system for locations within Germany.

Bring-in service Essential package Exclusive package Enterprise package
Availability Worldwide EU/CH D/A/CH/BE/NL/IT/CZ/PL/ES D only

E-mail and telephone support
(Mon. to Fri.
from 07:00 to 22:30)		 Haken Haken Haken Haken

Bring-in parts exchange		 Haken Haken Haken Haken

Hardware advance
Exchange NBD		 Haken Haken Haken

24/7 callback service
(within two
hours)		 Haken Haken


On-site service NBD*

 Haken Haken


Hardware replacement
Same Day

 Haken

Purchase recommendation Support:

Essentials Package

  • Non-critical systems that the customer can maintain himself
  • Mini-systems (e.g. business PCs, thin clients)
  • Storage solutions, systems with hot-swap components (e.g. HDDs)
  • Cluster systems that can bridge a certain period of time
  • Suitable for customers with their own know-how (e.g. IT service providers)
  • Next business day replacement without technician
3. Exclusive Package

In addition to the benefits of the Essentials Package, the Exclusive Package includes the on-site service NBD and a 24/7 call-back service.

Bring-in service Essential package Exclusive package Enterprise package
Availability Worldwide EU/CH D/A/CH/BE/NL/IT/CZ/PL/ES D only

E-mail and telephone support
(Mon. to Fri.
from 07:00 to 22:30)		 Haken Haken Haken Haken

Bring-in parts exchange		 Haken Haken Haken Haken

Hardware advance
Exchange NBD		 Haken Haken Haken

24/7 callback service
(within two
hours)		 Haken Haken


On-site service NBD*

 Haken Haken


Hardware replacement
Same Day

 Haken

Purchase recommendation Support:

Exclusive Package

  • Systems located at a different location (e.g. data center) and requiring an external technician
  • Companies without their own qualified personnel on site
  • Cluster systems that can bridge a certain period of time
  • Suitable for customers with own know-how (outsourced systems) and without (e.g. medical practices)
  • Next business day replacement by technician
 
4. Enterprise Package

In the most comprehensive of our support packages, hardware replacement is performed within 4 hours on the same day – recommended for customers with particularly mission-critical systems.

Bring-in service Essential package Exclusive package Enterprise package
Availability Worldwide EU/CH D/A/CH/BE/NL/IT/CZ/PL/ES D only

E-mail and telephone support
(Mon. to Fri.
from 07:00 to 22:30)		 Haken Haken Haken Haken

Bring-in parts exchange		 Haken Haken Haken Haken

Hardware advance
Exchange NBD		 Haken Haken Haken

24/7 callback service
(within two
hours)		 Haken Haken


On-site service NBD*

 Haken Haken


Hardware replacement
Same Day

 Haken

Purchase recommendation Support:

Enterprise Package

  • Mission-critical systems
  • Fastest possible hardware replacements
  • Systems with high downtime costs
  • Suitable for customers with and without know-how, for whom the systems must be up and running again as quickly as possible (e.g. hosting providers or online publications)
  • Replacement within 4 hours by technician
*This service is provided exclusively during our regular business hours from 8:00 am to 5:00 pm.

Please note the applicable Service and Support GTCs.

We would be pleased to provide you with an overview of our service packages as a PDF.