censhare Services
censhare AG has everything you need in terms of services and project management. With a team of experienced specialists we are always at hand to help you with all your questions and any problems: we have the responsibility, you a single contact for the whole project.
censhare Support
Whether you have problems with censhare, services operated by us or your hardware: our support team ensures excellent service from a singles source - with one access to all contact partners and technicians with specialized knowledge of your IT set-up.
Select support according to your preferences and production needs. Our flexible support levels offer transport solutions for all requirements - from working day standby through to 24-hour 7-day service with guaranteed response times within the first hour.
We offer you:
- Support for censhare, Managed Services and IT infrastructure
- Central system for all support services
- Flexible support levels
- Fast response times of 0.5 h remote or up to 10 on site
- Availability from 8 am to 9 pm CET to 7 x 24h worldwide
- Support in English and German
- System monitoring and reporting of your support services
Support system
censhare support is organized via hotline and the censhare tracker: the ticket system integrated in censhare provides central access to all support services. Here you can create or edit tickets 7 x 24 h, regardless of your support level. All relevant information is saved in the ticket and can be viewed at all times.
- Central access to all services
- 7 x 24h transparency for all support cases
- Create, edit and research support queries
- Up-to-date software downloads
Support services
We offer censhare 2nd level support but also support for our Managed Services and the entire IT infrastructure of the censhare system - including third party components, hardware, operating system and database. censhare 1st level support is generally carried out on site by administrators and key users trained by us.
- Location-independent, direct maintenance connection
- Automatic escalation through to development
- Help with all functions and configurations
- Optimization of settings and processes
- Analysis of problems and system response
- Monitoring of services and systems
- Continuous optimization based on detailed reporting
| Support level | Basic | Plus | Premium | Premium + |
|---|---|---|---|---|
| Support times | Mon- Fri, 9 am − 6 pm* | Mon- Fri, 9 am − 9 pm* | Mon- Fri, 9 am − 9 pm* | 24/7/365 |
| First level support | Customer key user or helpdesk | Customer key user or helpdesk | Customer key user or helpdesk | Customer key user or helpdesk |
| Second level support | censhare | censhare | censhare | censhare |
| Acceptance of support tickets via Tracker | 24/7/365 | 24/7/365 | 24/7/365 | 24/7/365 |
| Guaranteed reaction time within the support time for production critical problems | 2 hours | 2 hours | 1 hours | 0,5 hours |
| Guaranteed reaction time outside the support time for production critical problems | 2 hours on next working day | 2 hours on next working day | 1 hours on next working day | n.a. |
| Service reports | monthly | monthly | monthly | monthly |
* CET/CEST
References
censhare references
Our customer solve their communication and publishing tasks in various industries with censhare. Get an overview about the censhare projects.
Partner
censhare partner
Our partner network connects companies and experts with numerous skills regarding censhare: be it consulting, development or the operation of a censhare system.
Contact
Support
Dieter Gohl
Head of censhare Support
phone: +49 89 568236-303
dieter.gohl <AT> censhare.com
News
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Apps with censhare
censhare supports two types of apps for iOS and Android: content based on layout documents or drawn from websites. This means that the right technology is available for every application.