Premium Support
IT Support for Your Software Solutions
Customized support for maximum operational stability
In today's digital world, complex business structures necessitate tailored software solutions to ensure seamless operations. Often, the standard support provided by the respective software vendor proves insufficient. Our Premium Support precisely addresses this gap, offering you the appropriate assistance for your deployed software. Through proactive support and rapid error analysis, we ensure that your systems consistently operate optimally. This approach prevents downtime and establishes a stable, reliable IT environment that supports and secures your business processes in the long term.
Rapid, reliable, and professional
Premium Support to fortify your systems
Rely on IT support that is truly dedicated to you – flexible and tailored to your individual needs, even beyond standard business hours (9 AM - 5 PM). Our Premium Support extends beyond conventional standard IT support: We precisely align our services with your requirements, thereby offering you a customized service package.
- Rapid Response Times: Benefit from minimal downtime and swift problem resolution, ensuring your productivity and operations.
- Expertise: Prevent errors and obtain robust solutions from experts with in-depth knowledge of your systems and software.
- Accessibility: Whether via web portal, email, or phone, simply contact our IT support. Receive immediate, swift, and straightforward assistance for troubleshooting.
- Personalization: Receive personalized responses tailored to your individual requirements, rather than generic, off-the-shelf statements.
- Availability: Rest assured that support delivers consistently high service quality through clearly defined Service Level Agreements (SLAs).
Benefit from minimal downtime and rapid problem resolution, ensuring your productivity and operational continuity.
Prevent errors and obtain robust solutions from experts with in-depth knowledge of your systems and software.
Concerns about unexpected problems are a thing of the past, as these are identified and preventively resolved by us early on, thereby minimizing outages and disruptions in your operational workflow.
Whether via Service Desk, email, or phone, contact your IT support at any time. Receive immediate, swift, personalized, and straightforward assistance for troubleshooting.
Receive personalized responses precisely tailored to your individual requirements, rather than generic, off-the-shelf statements.
Rest assured that support is available at all times, and a consistently high service quality is guaranteed through clearly defined Service Level Agreements (SLAs).
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Our IT Services at a Glance
Current Customer Survey: What Our Customers Value in 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 you always receive prompt assistance: We address your product issues and errors during our basic support hours from Monday to Friday (9 AM - 5 PM CET) and provide you with a comprehensive support introduction. This Standard Support forms the basis for our standard software products. Furthermore, we offer our Premium Support in two variants: Premium Silver and Premium Gold.
Our Premium Support is tailored for more sophisticated support requirements and is available for third-party products within our software portfolio – even if the software was not acquired directly from us.
Both support tiers offer enhanced services, ensuring expedited response times and a more personalized level of support. For example, you may designate up to six service contacts who will have direct access to our team of experts.
Irrespective of the solution you select, we ensure your IT infrastructure operates reliably and efficiently at all times.
| Standard | Premium Silver | Premium Gold | |
|---|---|---|---|
| Service Desk | |||
| Web Portal | |||
| Telephone Hotline | |||
| Support Briefing | |||
| Response Times (within) |
Blocker: 4 hrs. Critical: 8 hrs. Major: 16 hrs. Minor: 24 hrs. Trivial: 32 hrs. |
Blocker: 2 hrs. Critical: 4 hrs. Major: 8 hrs. Minor: 16 hrs. Trivial: 24 hrs. |
Blocker: 1 hr. Critical: 2 hrs. Major: 4 hrs. Minor: 8 hrs. Trivial: 16 hrs. |
| Support Contacts | 2 | 4 | 6 |
| Remote Access | |||
| Dedicated Contact Person | |||
| ISR Support System | |||
| Release Management | |||
| Service Requests* | |||
| Monthly Reporting | |||
| Extended Support Hours |
Legend
Included
Optional Add-on
Not Included
*up to 40 hrs./year (not transferable to the following year)
Always at Your Service
Our Support Services in Detail
Whether facing urgent IT issues or routine inquiries, we provide prompt and expert assistance. With clearly defined response times, personalized support, and flexible solutions, we ensure your IT operations run smoothly. Our comprehensive service portfolio ensures we are always by your side to minimize downtime and support your business processes.
Exclusively for our Premium Gold Support customers: This specialized service provides comprehensive security, even outside regular business hours. This ensures your business operations continue seamlessly, even in exceptional circumstances.
With direct access to the IT systems of our Premium Silver and Gold Support customers, our experts can quickly and efficiently analyze and resolve issues. This minimizes downtime and ensures the smooth operation of your software without delays.
Our team of experts is available through various contact channels to address your concerns quickly and effectively. From our location in Germany, we are always here for you – whether you prefer to contact us via our web portal, email, or a quick phone call. Naturally, we are available to assist you in both German and English. We ensure that your IT concerns are resolved promptly and professionally.
As a Premium Gold Support customer, you automatically receive a clear monthly summary of all reported tickets and their processing status. This allows you to maintain an overview of your support activities and gain valuable insights into recurring issues and the overall status of your IT systems. These services are also optionally available with the Premium Silver package.
No chatbot, no anonymous hotline – starting with the Premium Silver package, you have the option to add a personal contact person. This individual is familiar with your systems and IT environment, providing you with swift and expert support. A personal contact person is already included in the Premium Gold package.
Depending on your chosen support package, we ensure defined response times per classification/prioritization (Blocker/Critical/Major/Minor/Trivial) to guarantee that your IT issues are resolved promptly. Upgrading to our Premium Support Silver or Gold can further reduce these times, providing you with even faster assistance.
If you have subscribed to our Premium Gold Support package, we continuously monitor your software versions and proactively inform you about important updates, new features, or the official announcement of an End-of-Support by the respective software vendor. Together, we discuss when and how your systems should be updated. Premium Silver Support customers can optionally add this service.
Our Service Desk reliably handles your inquiries and minor tasks that arise during daily operations. We cover a wide range of requirements, from minor changes with low effort and risk (e.g., modification of access rights) to simple information requests. Our Premium Silver Support customers can optionally add this service, while it is already included in the Premium Gold Support package.
Maintain an overview of your IT inquiries at all times: Our Service Desk allows you to view the status of your current tickets and track past requests. This provides you with full transparency regarding the processing status and the entire history of your concerns.
Your concerns are handled reliably and smoothly by us – even if one of your contact persons is unavailable due to vacation, illness, or other reasons. To ensure you receive optimal support at all times, depending on your Premium package, you can designate up to six permanent employees who will have direct access to our expert teams.
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 specifically onboard your support contacts to ensure seamless collaboration between your IT department and our support team. This streamlines processes and accelerates the handling of inquiries.
With our Premium Silver (optional) and Premium Gold (included) Support, we meticulously map your individual system environment at ISR. This enables us to quickly analyze, reproduce, and precisely resolve errors. This not only facilitates rapid problem resolution but also helps prevent errors long-term and sustainably optimize your IT environment.
More than just Standard Service
Your Premium Support Benefits
When it comes to professional IT support, the quality and scope of service often make the crucial difference. Especially for IBM software products, our optional Premium Support (Silver/Gold) offers significant added value. You receive the same high-quality, single-source support as for ISR products, perfectly tailored to your needs. Benefit from:
- an experienced team of experts with your personal contact person as the central point of contact
- in-depth product knowledge combined with years of practical experience
- rapid problem resolution thanks to a customer-specific support system
- guaranteed response times with direct support via phone or remote maintenance
For us, professional IT support means always thinking one step ahead. With our Premium Support, we offer not just rapid problem resolution, but comprehensive, all-round care: a dedicated team of experts, guaranteed response times, and customized support solutions precisely tailored to your needs. This is Premium Support that makes a difference.
With our Premium Support, you receive professional assistance for ISR, IBM, and CENIT software. With us, you get not only rapid assistance but a true partner who understands your needs and responds individually to them.
Markus Thomaszick
Service Lead & Application Manager
Are you using custom software extensions?
Solution Maintenance by ISR
Customize or extend your standard software to meet your specific requirements! Our Solution Maintenance provides project-specific support for individual adaptations and enhancements, independent of standard support services.
Efficient Premium IT Support
Why ISR Premium Support
Partnering with ISR means choosing IT support that transcends standard solutions. Our Premium Support is more than just a service; it's a partnership defined by experience, innovation, and personalized care. We recognize your IT infrastructure as the backbone of your success, and therefore, we consistently strive to ensure your systems are not only stable but also future-proof. With a dedicated contact person, proactive monitoring, and support services tailored to your enterprise, we guarantee that your IT environment operates optimally – every single day.
An example? IT support for a digital invoice processing system
A private bank required reliable IT support for digital invoice processing software featuring custom software adaptations. Our solution involved implementing ISR Accounts Payable Flow for digital invoice processing, complete with extended support hours, technical expertise, and personalized assistance. The outcome: optimized processes, reduced response times, and enhanced system stability.
We also offer these IT services
IT Services for Your Enterprise
FAQs on
Premium IT Support
Our Premium IT Support (Silver/Gold) provides faster response times, dedicated contact persons, proactive system monitoring, extended support (e.g., remote access, release management), and service packages tailored to your needs.
Response time depends on your chosen support package. Standard Support offers a response time of up to 4 hours for critical issues, whereas Premium Silver and Gold guarantee faster response times (up to 1 hour for blockers).
In addition to our proprietary software products, we also undertake support tasks for solutions from leading providers such as IBM and SAP. Did you not acquire these solutions through us? No problem; you can still engage our Premium Support services (Silver or Gold) independently.
Yes! Through our extended offering, Solution Maintenance, we provide project-specific support for individual adaptations and enhancements to your software. Please feel free to contact us!
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Are You Facing Challenges in Managing Your Applications or Ensuring System Availability?
Our Application Management Services are designed to provide support precisely where it is most needed. Efficiently delegate routine tasks, enabling your IT teams to concentrate on strategic initiatives. Whether it's rapid incident resolution, optimized system maintenance, or custom adaptations, we offer tailored solutions that boost your efficiency and reduce operational costs.
Do not hesitate to contact us! We look forward to collaborating with you to address the challenges of your IT landscape and to offer solutions that deliver sustainable impact.
Markus Thomaszick
Head of Application Management ECM
Application Management
markus.thomaszick@isr.de
+49(0)15142205492