POC Help-Desk & POC Contract (SLA) Support:
Help-desk support is provided to help customers in using their POC and AIP test equipment. Our support service provides fast phone and email support for any technical issue or questions relating to the usage of your test equipment. All questions are handled in a professional manner with answers and advice provided where possible.
The POC help-desk is available during normal local working hours 8:00am to 5:00pm and is staffed by technician’s with general product knowledge. Once you contact the help-desk, your case will be created, and you will be informed via an email or a phone call of the status. The help-desk has a targeted reaction time of within 24 hours. This only applies to a standard working day. There is no target solution time as this depends on the case at hand. Cases are handled on a first-in, first-out basis, and cases with a safety or a standstill issue will be prioritized as well as warranty cases.
POC help-desk is free of charge for customers using POC or AIP products. If specific services (e.g. on-site service, training, engineering application support, etc.) are necessary, these will be quoted accordingly as a fee-based service by one of our service representatives. For more information, please reference the document below.
POC offers 3 levels of Service:
- Level 1 : Alternating POC-Hotline Support – (technicians with good knowledge of POC & AIP equipment) – Basic operational questions with 24-36 hour response
- Level 2: Committed availability according to SLA with engineering knowledge of POC & AIP products with full access to self-service portal
- Level 3: Single point of contact with engineering / technical knowledge of POC & AIP products with full access to self-service portal
Access to our help-desk email: POC Help-desk