When something jams,you can reach us.
For us, 24/7 support is a duty roster, not a marketing promise. Existing customers report incidents through the helpdesk – there they reach support with a priority, instead of landing in a general mailbox.
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- Reachable 24/7
- Prioritised handling
- Contacts who know your system
How to reach support
Three routes, depending on urgency. The helpdesk is the fastest, because a report is assigned directly there.
Helpdesk
- 1.The regular route for incidents and enquiries.
- 2.The report is recorded, prioritised and assigned.
- 3.The current status is visible at any time.
- 4.The history stays with the case.
The fastest route for existing customers – the report goes straight to support.
Phone
- 1.For urgent incidents in live operation.
- 2.+43 2841 200300.
- 3.Outside business hours via the on-call service.
- 1.office@fab4minds.com for general enquiries.
- 2.The right route for sales and project topics.
- 3.For incidents, please use the helpdesk.
About support
What does 24/7 mean in practice?
Outside business hours there is an on-call service for incidents that block operations – for example when production or dispatch comes to a standstill. Enquiries without an effect on operations are handled on the next working day. What counts as blocking is set out in the maintenance contract, so it is not up for discussion when it matters.
Who handles my report?
Support, and for technical questions together with the people who built the software. For existing customers, the responsible contact knows your particular configuration – which saves you explaining your own system with every report.
How is priority decided?
By effect on operations, not by time of arrival. A blocked goods receipt comes before a report that needs different formatting. The classification is visible in the helpdesk and can be changed with a reason.
What does support cost?
Support is part of the maintenance contract, as are the four releases a year and the ongoing fixes. Additional services such as training or customisation projects are agreed separately.
Not a customer yet?
Then the route is through an initial conversation. The helpdesk is available to existing customers.