IT-Service

IT Service

To operate IT systems permanently with high availability and performance, regular maintenance support is necessary.

Based on the service package "Software Maintenance" (according to ITIL: Release Management) additional services, up to a complete operational concept, may be contracted with GEFASOFT. The detailed specification of services and all necessary interfaces is arranged in an operation manual. The corporate creation of this operation manual is the start for sustainable system operations. The following service packages may be delivered by GEFASOFT:

  • Essential for all support services is the use of up-to-date software versions. The package "software maintenance" includes free updates and patches and is the basis for the other packages.
  • Incident Management: Hotline Support / "Incident Management" (according to ITIL) with selectable service times (up to 7 x 24H) and response times (down to 30 min.)
  • System Operation: Covers the services "Change Management" and "Problem Management" according to ITIL and includes e.g. installation of patches and updates via remote access, proactive monitoring / monthly system status reports, support for data backup, etc.
  • Variable Services: General Support for users in charge for maintenance and configuration (parameterization) of Legato applications via e-mail, help-desk or phone.

 

Support Contact

GEFASOFT Help Desk

Customers who use our services in the form of a service contract gain access to the GEFASOFT Help Desk. The easy to use web application provides a real-time and traceable treatment of support inquiries. In addition, the release notes of the current versions of the software products Legato and GraphPic are available for download in the Help Desk.

You'd like to enter into a service contract and use our Help Desk? Please, ask for a sample of a Service Level Agreement (SLA): info@gefasoft.de.

Remote access via TeamViewer

Via this software we provide optimal online support without needing to install any software. Internet access is required for this. Please, download the .exe file, extract it from the ZIP file, start it, and share the ID and password by telephone.

Version: 11, Document, Download

 

TeamViewer QuickJoin (participant module)

Via the QuickJoin application, you can easily attend our presentations.

Version: 11, Document, Download

 

Basic Support

If you have not made a service contract yet or if your access data are currently not available, you can contact us by phone:

User support for GraphPic
Monday to Friday 9:00 a.m. - 4:30 p.m.
Phone: +49(0)89/125565-129
E-mail: support@gefasoft.de

User support for Legato
Monday to Friday 9:00 a.m. - 4:30 p.m.
Phone: +49(0)89/125565-127
E-mail: Legato.support@gefasoft.de