This support management tool, with its easy-to-use interface, goes further than simple and transparent management of contract data and service level agreements. Also, the portal will document online the history of all support cases with the flexibility for both the reseller, end-customer and the Magirus Support Team to check the current status of the relevant cases at any time.

“The good thing about our Portal is that we have a robust and secure infrastructure with an easy-to-use interface for fast, secure transfer of information to meet the high standards of support that our customers expect,” explained Stefan Baumeister, Operations director at Magirus’s Security division. “The new WebSupport portal serves as the communication interface between the customer and the specialists in our Support Team so that enquiries can be escalated and followed up quickly and effectively.”

Established over a year ago, the Magirus Support Centre in Strasbourg, today offers a broad service portfolio and many service modules which are adapted to individual customer requirements. The Base Service Levels are differentiated by guaranteed response time, prioritisation and availability. Also, a range of services can be expanded as required with single or multiple service options, ensuring that the business partners receive precisely the degree of support they require.

The “Extended Coverage Add-On“ service option, for example, which is unique in the industry, gives customers the opportunity to carry out basic installations and upgrades online with specialist support. This cost-efficient option is ideal for business partners and their customers who want to be able to rely on first-class support in the implementation and upgrade of complex network and security systems.

In addition to the WebSupport portal, Magirus offers telephone support in most European languages including English, French, German, Spanish and Italian.

 
About Magirus

The Magirus group is a leading European supplier of IT solutions. The company’s distribution business is focussed on addressing current trends in the IT sector, enabling business partners to take new technologies to market successfully. As a result, Magirus delivers high-quality software and systems encompassing: storage, intelligent networks, security, virtualisation, IT management, Open Source and information life-cycle management services.

With its professional services portfolio and knowledge of the IT sector, Magirus is able to support business partners and their end-customers in the planning and implementation of IT projects. Its services span demand generation, pre-sales, consultancy, training, certification, implementation, as well as first- and second-tier support from its pan-European, multi-lingual Support Centre in Strasbourg.

The privately owned company based in Stuttgart was established in 1981 and now employs more than 400 people throughout Europe and the Middle East.