AEG offers a 24/7 Telephone and
on-line help desk support through our branch network. Furthermore,
clients with AEG System Care contract will benefit from on-site
intervention whenever needed. AEG services are well received at more
than 600 banks in over 50 countries.
The System care covers the following support tasks:
Telephone
Support:
Number of problems will be solved by phone and do not need on-site
intervention of qualified engineers, the company office landline
numbers and list of mobile numbers of the engineers in charge of
offering the Maintenance and Support Services will be provided to
the User.
The mobile numbers can be called in urgent cases outside the office
working hours.
On-Site
Intervention:
On-site interventions will be agreed between the
company and the user whenever an occurred problem cannot be solved
by phone.
Regular Site Visits and Preventive Maintenance:
The company engineers intervene regularly, minimum twice per year,
to perform a preventive check-up and maintenance of the Hardware,
Software and communication equipments necessary for the smooth
functioning of the supported products.
Installation of Software Major Releases:
Major releases of the Software will be installed by an authorized
engineer of the company or in coordination with it.
Operating System Problems and New Releases:
Operating system upgrades will be performed under company
assistance.
Installation of Updates, Upgrades and Patches:
The installation of Software updates, upgrades
and patches will be performed in coordination with the company.
Advices:
The company staff will be pleased to offer the user the necessary
advice in relation to the company and its partner’s products and
enhancements.
New releases and System enhancements:
The company informs the user about new and planned releases of the
Software and summary of the newly introduced features and enhanced
functionality of the supported products.
Training:
The company provides the necessary training during the installation
of major releases of the Software or during the updates of the
equipments in order to familiarize the staff of the User with the
new enhancements and to work with it smoothly.
RMA Assistance:
It includes solving RMA issues and problems and training the User to
use the RMA authorizations and the related tasks.
