Support services from Callataÿ & Wouters supplement the standard maintenance that automatically comes with your Thaler investment.
Global 24/7 Helpdesk
Our global, virtual helpdesk embraces the best practices offered by the ITIL process model and provides one-stop service support for all your needs. Our help desks in Luxembourg and Singapore have an excellent track record of supporting local, regional, and multinational clients across Europe and the Asia Pacific region - around the clock and in several languages.
Incident Handling Based on Service Level Agreements
After an incident arises and you initiate a request for support, we capture all relevant details of the perceived problem, verify the severity of the impact of the incident, and allocate an agreed priority. Additional expert resources are then allocated for incident resolution against formally established service levels. Our engagements are underpinned with penalty clauses to satisfy your business continuity requirements.
Problem Diagnosis and Resolution
As an extension of the standard defect warranty included in your Thaler license, we offer problem diagnosis and resolution against formal service levels or your standard Thaler components as well as any customizations and interfaces.
Optional Services
We offer a variety of other services that include:
- Pro-active problem management
- Patch analysis and implementation
- Site based service engineers
All of our services can be tailored to your needs or to accommodate specific requirements on a local level.