Services

Support services

Only the best for your server

On this page, you'll find a detailed description of all our services that are available to you in various service packages. From telephone support to installation and upgrade services, we offer the right service for any requirement. The services available for your server will depend on which service package you choose.

Email and Phone Support (Mon. through Fri., 7:00 a.m. to 10:30 p.m.)	Direct phone contact with our support staff German/English
24/7 call-back service	Our support staff is available 24 hours a day, 365 days a year Activation via 24/7 ticket Callback from a support representative within two hours
Advance hardware replacement^NBD1³	If ordered by 12:00 PM: Shipped the same business day Delivery the next business day (Mon. through Fri.)
Same-day hardware replacement	Same-business-day delivery of replacement parts 24/7 Delivery by courier within four hours
On-site service^NBD1	If ordered by 12:00 p.m.: Hardware replacement by a technician on the next business day Mon. through Fri., 8:00 a.m. to 5:00 p.m.
On-site service 24/7/4	If requested, hardware replacement by a technician within 4 hours
In-House Repair	System returned to Thomas-Krenn.AG Analysis and repair by trained support staff Return shipment to the customer Included in all service packages except the Bring-In Service²
On-site installation service (Germany only)	Mon. through Fri., 8:00 a.m. to 6:00 p.m. Services: - Installation of the server in the rack - Commissioning (RAID, operating system, drivers, network) - Cabling - System handover Additional services available upon request
Upgrade service (Germany/EU)	System upgrades performed directly at Thomas-Krenn or via on-site service (see Next Business Day On-Site Service) For in-house service: Pickup and shipping included