Premium Support
IT support for your software solutions
Individual support for maximum operational stability
In today's digital world, complex business structures require customized software solutions that ensure smooth operation. The standard support provided by the respective software manufacturer is often not sufficient. This is exactly where our Premium Support comes in and offers you the right support for the software you use. Through proactive support and rapid error analysis, we ensure that your systems always run optimally. In this way, we prevent downtime and ensure a stable, reliable IT environment that supports and secures your business processes in the long term.
Fast, reliable and professional
Premium support that strengthens your systems
You can rely on IT support that is really there for you - flexible and tailored to your individual needs, even beyond normal business hours (9 a.m. - 5 p.m.). Our Premium Support goes beyond the classic standard IT support: we tailor our services precisely to your needs and thus offer you an individual service package.
- Fast response times: Benefit from minimal downtime and fast problem resolution to keep you productive and up and running.
- Professional expertise: Avoid errors and receive sound solutions from experts who have in-depth knowledge of your systems and software.
- Accessibility: Whether by web portal, e-mail or telephone, simply contact our IT support. Get fast and uncomplicated help with troubleshooting immediately.
- Personalization: Receive personalized answers tailored to your individual requirements and no run-of-the-mill standard statements.
- Availability: Be sure that the support team delivers a correspondingly high and consistent quality of service through clearly defined service level agreements (SLAs).
Benefit from minimal downtimes and fast problem solutions that ensure your productivity and operations.
Avoid errors and receive sound solutions from experts who have in-depth knowledge of your systems and software.
Worries about unexpected problems are a thing of the past, as we detect them at an early stage and rectify them preventively, thus minimizing downtime and disruption to your operations.
Whether by service desk, e-mail or telephone, you can contact your IT support at any time. Get fast, personal and uncomplicated help with troubleshooting immediately.
Receive personalized answers that are tailored precisely to your individual requirements and not run-of-the-mill standard statements.
Be sure that support is available at all times and that clearly defined service level agreements (SLAs) guarantee a correspondingly high and consistent service quality.
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Our IT services at a glance
Current customer survey: What our customers value about our IT support
Standard, Premium Silver or Premium Gold?
Our IT support services in detail
Standard, Premium Silver or Premium Gold?
Our support services
Our standard support ensures that you always receive help quickly: We handle your product problems and errors during our basic support hours from Monday to Friday (9am-5pm CET) and provide you with detailed support instructions. This standard support is the basis for our standard software products. In addition, we offer our Premium Support in two variants: Premium Silver and Premium Gold.
Our Premium Support is suitable for more demanding support requirements and is available for third-party products in our software portfolio - even if this software was not purchased directly from us.
Both support variants offer you extended services and guarantee even faster response times and even more individual support. For example, you can name up to six service contacts who have direct access to our team of experts.
No matter which solution you choose, we ensure that your IT functions reliably and efficiently at all times.
| Standard | Premium Silver | Premium Gold | |
|---|---|---|---|
| Service Desk | |||
| Web portal | |||
| Telephone hotline | |||
| Support instruction | |||
| Response times (within) |
Blocker: 4 hrs. Critical: 8 hrs. Major: 16 hours Minor: 24 hours Trivial: 32 hrs. |
Blocker: 2 hrs. Critical: 4 hrs. Major: 8 hours Minor: 16 hours Trivial: 24 hrs. |
Blocker: 1 hour Critical: 2 hrs. Major: 4 hrs. Minor: 8 hrs. Trivial: 16 hrs. |
| Support contacts | 2 | 4 | 6 |
| Remote access | |||
| Personal contact person | |||
| Support system at ISR | |||
| Release management | |||
| Service Requests* | |||
| Monthly reporting | |||
| Extended support hours |
Legend
contain
optionally bookable
not included
*up to 40 hours/year (not transferable to the following year)
Always there for you
Our support services in detail
Whether you have urgent IT problems or everyday queries - we are at your side quickly and competently. With clearly defined response times, personal support and flexible solutions, we ensure that your IT runs smoothly. With our broad service portfolio, we are always at your side to minimize downtimes and support your business processes.
Exclusively for our Premium Gold Support customers: With this special service, you enjoy comprehensive security - even outside regular business hours. In this way, we ensure that your business operations continue to run smoothly even in exceptional situations.
With direct access to the IT systems of our Premium Silver and Gold support customers, our experts can analyze and rectify errors quickly and efficiently. This allows us to minimize downtimes and ensure that your software functions smoothly - without delays.
Our team of experts is at your disposal via various contact channels to process your requests quickly and effectively. From our location in Germany, we are always there for you - whether you want to contact us via our web portal, by email or with a quick phone call. Of course, we are available to you in both German and English. We ensure that your IT issues are resolved promptly and professionally.
As a Premium Gold Support customer, you automatically receive a clear summary of all reported tickets and their processing status every month. This means you always have an overview of your support activities and receive valuable insights into recurring issues and the overall status of your IT systems. These services can also be booked as an option in the Premium Silver package.
No chatbot, no anonymous hotline - from the Premium Silver package upwards, you have the option of booking a personal contact. This person knows your systems and your IT environment and offers you fast, competent support. The personal contact is already included in the Premium Gold package.
Depending on the support package you choose, we ensure defined response times per classification/prioritization (Blocker/Critical/Major/Minor/Trivial) so that you can be sure that your IT problems will be solved promptly. With an upgrade to our Premium Support Silver or Gold, these times can be shortened even further so that you receive even faster support.
If you have booked the Premium Gold Support package with us, we will always keep an eye on your software versions and proactively inform you about important updates, new features or the official announcement of end-of-support by the respective software manufacturer. Together we will discuss when and how your systems should be updated. Premium Silver Support customers can book this service as an option.
Our Service Desk reliably takes care of your requests and minor tasks that arise in day-to-day operations. We cover a wide range of requirements, from minor changes with little effort and risk (e.g. changing access rights) to simple requests for information. Our Premium Silver Support customers can book this service as an option; it is already included in the Premium Gold Support package.
Keep track of your IT requests at all times: in our Service Desk, you can view the status of your current tickets and also track past requests. This gives you full transparency about the processing status and the overall progress of your requests.
We will process your requests reliably and smoothly - even if one of your contacts is unavailable due to vacation, illness or other reasons. To ensure that you receive the best possible support at all times, you can appoint up to six permanent employees, depending on the premium package, who have direct access to our teams of experts.
We ensure that you and your team are optimally prepared for the deployment and use of your IT solutions and that any questions can be clarified directly. At the start of support, we provide your support contacts with specific instructions to ensure smooth cooperation between your IT and our support team. This ensures efficient processes and even faster processing of inquiries.
In our Premium Silver (optional) and Premium Gold (included) support, we map your individual system environment in detail at ISR. This allows us to quickly analyze, reproduce and rectify errors in a targeted manner. This not only enables us to solve problems quickly, but also helps to prevent errors in the long term and to optimize your IT environment sustainably.
More than just standard service
Your Premium Support benefits
When it comes to professional IT support, the quality and scope of support often make all the difference. Our bookable Premium Support (Silver/Gold) offers real added value, especially for IBM software products. You receive the same high-quality support as for ISR products - from a single source and perfectly tailored to your needs. Benefit from:
- an experienced team of experts with your personal contact as a central point of contact
- sound product know-how combined with years of practical experience
- Fast problem solving thanks to customer-specific support system
- Guaranteed response times with direct support by telephone or remote maintenance
For us, professional IT support means always thinking one step ahead. With our Premium Support, we not only offer you fast solutions to problems, but also genuine all-round support: our own team of experts, guaranteed response times and individual support solutions that are tailored precisely to your needs. This is premium support that makes all the difference.
With our Premium Support, you receive professional support for ISR, IBM and CENIT software. With us, you not only get fast help, but also a real partner who knows your needs and responds to you individually.
Markus Thomaszick
Service Manager & Application Manager
Individual software extensions in use?
Solution Maintenance from ISR
Extend or modify your standard software according to your needs! With our Solution Maintenance, we offer project-related support for individual adaptations and extensions - independent of standard support.
Efficient premium IT support
Why ISR Premium Support
With ISR as your partner, you can rely on IT support that goes beyond standard solutions. Our Premium Support is not just a service, but a partnership that is characterized by experience, innovation and individual support. We see your IT as the backbone of your success and therefore always work to ensure that your systems are not only stable, but also future-proof. With a dedicated contact person, proactive monitoring and support services tailored to your company, we ensure that your IT environment functions optimally - day after day.
An example? IT support for digital invoice processing system
A private bank needed reliable IT support for digital invoice processing software with customized software adaptations. Our solution included the implementation of ISR Accounts Payable Flow as a digital invoice processing solution with extended support hours, technical expertise and personalized assistance. The result: optimized processes, reduced response times and increased system stability.
We also offer these IT services
IT service for your company
FAQs on the topic of
Premium IT support
Our Premium IT Support (Silver/Gold) offers faster response times, personal contacts, proactive system monitoring, extended support (e.g. remote access, release management) and service packages tailored to your needs.
The response time depends on your chosen support package. Standard Support offers a response time of up to 4 hours for critical issues, while Premium Silver and Gold guarantee faster response times (up to 1 hour for blockers).
In addition to our own software products, we also provide support for solutions from leading providers such as IBM and SAP. You have not purchased these solutions from us? No problem, you can also order our premium support services (Silver or Gold) independently.
Yes, with our Solution Maintenance extension offer, we provide project-related support for individual adaptations and extensions to your software. Feel free to contact us!
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We will be happy to support you!
Do you have challenges managing your applications or ensuring system availability?
Our application management services are designed to help you exactly where you need it most. Delegate routine tasks efficiently so that your IT teams can focus on strategic projects. Whether it's quick troubleshooting, optimized system maintenance or individual adjustments - we offer you tailor-made solutions that increase your efficiency and reduce costs.
Do not hesitate to contact us! We look forward to working with you to tackle the challenges of your IT landscape and offer you solutions that have a lasting effect.
Markus Thomaszick
Head of Application Management ECM
Application Management
markus.thomaszick@isr.de
+49(0)15142205492