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.

 

E-mail and telephone support
(Mon. Through Fri. from 7:00 am to 10:30 pm)

 

  • Direct telephone contact with our support employees
  • German/English
24/7 call-back service

 

  • Our support employees are available for contact 24 hours a day, 365 days a year
  • Activation via 24/7 ticket
  • Call-back from a support employee within two hours
Advance Hardware Replacement NBD1

 

  • For orders received by 12:00 pm: Shipped on same business day
  • Delivery on next business day (Mon. To Fri.)
Hardware Replacement Same Day

 

  • Delivery of replacement parts on same business day 24/7
  • Delivery by courier service within four hours
On-site Service NBD1

 

  • For orders received by 12:00 pm: Hardware replacement by technician on next business day
  • Mon. to Fri. 08:00 am to 5:00 pm
On-site Service 24/7/4
  • Hardware replacement via a technician within four hours
In-house repairs

 

  • Retrieval of the system to Thomas-Krenn.AG
  • Analysis and repair by trained support employees
  • Return transport to the customer
  • Included in all service packages except bring-in service²
On-site Installation Service
(DE only)

 

  • Mon. to Fri. 08:00 am to 6:00 PM
  • Service:
    - Installation of server into rack
    - Initial operation (RAID, operating system, drivers, network)
    - Cabling
    - Handover of system
  • Further services available on request
Upgrade Service (DE/EU)

 

  • System upgrade directly at Thomas-Krenn or via on-site service (see on-site service NBD)
  • For In-house: Retrieval and shipping included

 

 

1 NBD = Next Business Day

² For bring-in service: Shipped to Thomas-Krenn.AG at own cost

 

TO THE SERVICE PACKAGES