Premium Support

All-inclusive package at a fixed monthly rate

Regular updates and system checks are essential to ensure consistently high system performance and availability. At the same time, you need reliable support for your Matrix42 infrastructure that takes the pressure off your IT department and allows you to focus fully on your core business. Ensuring both of these on an ongoing basis typically poses a significant challenge for your IT department.

Our part

Our Matrix42-certified experts know exactly where to start to help you get the most out of your Matrix42 Enterprise Service Management solution. With their years of experience in best practices, they have the necessary insight to accurately assess your processes and provide tailored recommendations for improvement.

  • Setup of an internal account (AD/email)
  • Access to the Matrix42 system
  • Implementing updates to the Matrix42 system
  • Creating and managing support tickets in Matrix42 (first- and second-level support)
  • Regular system health checks to ensure system stability
  • Regular reporting on agreed-upon KPIs (Incident Management, Asset Management, Problem Management)
  • Extended hours for the support hotline
  • A dedicated contact person (Customer Success Manager) to assist you with your needs
  • Bookable office hours for consultations with specialists
  • Support services for minor changes to the Matrix42 system
  • Performing necessary follow-up work as part of updates
  • Monday through Friday from 8:00 a.m. to 6:00 p.m. (except on public holidays in Baden-Württemberg)
  • A response from a qualified service representative (time-to-contact) by the next business day at the latest
  • “Critical Request” exception: Response from a qualified consultant (time-to-contact) within four hours of the report during business hours
  • Project implementations (assignments lasting more than 1 hour)
  • Implementing changes and adjustments
  • Creation of hotfixes/patches
  • On-site assignments

Result

With Consulting4IT Premium Support, you can ensure that your Matrix42 systems always run smoothly and that you receive fast, expert support whenever you need it. Our regular health checks and updates ensure that your system remains up to date and that high availability is guaranteed. By freeing up your internal resources, you can focus on what really matters—your core business. Trust in our experience and benefit from seamless system support.

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Photo by Patrick Hauer, Authorized Signatory and Head of Service Management at Consulting4IT.

Patrick Hauer

Our Head of Service Management will be happy to answer your questions.

Schedule an appointment now