Support Services:
Customize as Needed
Prompt, Skilled, and Tailored to Your Needs
In the realm of IT infrastructures, the occasional malfunction is inevitable, perfectly aligning with the infamous "Murphy's Law" - "Anything that can go wrong, will go wrong." Our paramount commitment is to stand by you promptly and proficiently to rectify faults and efficiently solve emerging problems.
For several years, our devoted engineers have been unwaveringly providing support to our customers on a daily basis. We invest in augmenting the expertise of our team members and perpetually broaden our Support Service. For inquiries beyond regular business hours, we've established a professional call center to field inquiries and route them to the appropriate engineers.
Complimentary General Service Essential - we're available for you round the clock. As soon as you opt for a maintenance or support solution from a manufacturer, you're entitled to our General Service, our on-demand support.
24/7 Support with Various SLAs. Our General Service is available in four distinct variants, each offering different response and intervention times.
Owing to our manufacturer certifications, BNC is proficient in delivering top-tier, first-level support for the following manufacturers.
- _Check Point Certified Support Provider
- _NetApp Support Services Certified
- _Extreme PartnerWorks Certified
- _Aruba Support Partner
- _Arista Support Partner
SERVICE INTEGRATION
You can blend various Support Services in accordance with your specific requirements and needs. We deliver precisely the service you necessitate - no more, no less.
As a comprehensive service provider for the IT infrastructures of medium to large Swiss enterprises and organizations, we extend a professional Support Service. BNC provides competent, swift, and uncomplicated support in the management of your IT infrastructure.
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FAQ SUPPORT SERVICES
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How Can I Contact the Support Team?
You can connect with our support team either by email (support@bnc.ch) or by phone (+41 31 858 58 59). If you already have login credentials, you can directly log into our support portal (https://support.bnc.ch).
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How Does BNC Guarantee Personnel Availability for Support?
Our support is primarily furnished by the Operations & Support organization. In case of issues, they have the provision to engage systems engineers from the engineering teams. If an incident arises from a manufacturer's software or hardware, we engage the manufacturer's support. We ensure continual support through the incorporation of a professional call center.
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What are the associated expenses for support services?
Our total maintenance and support costs consist of three components: Part Services, General Services, and Support on a time and material basis. Part Services encompass manufacturer-specific maintenance and support expenses, such as hardware replacements or software subscriptions, which are always obtained directly from the manufacturer.
The General Services costs encompass fixed annual expenses for on-call support and optional malfunction assistance. Additionally, there are expenditure-based costs for changes, which can be managed through the purchase of a service pool, eliminating the need for monthly invoices.
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How are support tickets traced and documented?
We employ a ticketing tool to document all support tickets, including an inventory of the hardware and software utilized. This ticketing tool provides access not only to our employees but also to our customers.
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Does the BNC also provide proactive support services?
Yes, that is correct. Proactive service offerings are not encompassed within the scope of Support Services. Instead, all proactive services are categorized and provided under Managed Services.