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Support

Delivering a first class support is an important part of Excedo’s offering

The products- and managed solutions that are delivered by Excedo are technically advanced with features that increase IT security and affect the performance of the company’s IT network. Due to this reason, access to technical support with qualified technicians is therefore of great importance.

Excedo e-Support Portal & Live Phone Support

All customers that are entitled to support services according to their agreement have 24/7 access to the Excedo e-Support Portal where support cases can be registered around the clock. Our support can also be accessed by telephone Monday-Friday during business hours.

Delivering full customer value

Excedo offers a flexible range of support solutions under the name Excedo Support – that can be tailored based on your unique needs. In our support offering, besides access to qualified technicians as an add-on we can also offer support on distance, which means that we can solve problems without the need to travel to your location. In such cases we are using tools such as Terminal Services over a VPN connection.

Excedo Support Center

The Excedo Support Center registers and analyzes all incoming support cases. Our opening ours are during busines hours, but cases can be registered around-the-clock.

Case Management

All cases, irrespective of if they have arrived through telephone or e-Support are managed by the Excedo Support Center. Your case will be logged and monitored, you will get a case number upon creation and the case will be analyzed by our support team. If questions arise we will contact you for complementary information about details such as access to log files or screen shots. We thereafter agree on how the case should be managed to resolve your problem as soon as possible.

Escalation and closure

If needed your case may be escalated to an expert system engineer or to the product vendor. When we have found the reason to your problem we will update you. When your report back confirming that all things are working and we agree that the problem is resolved, we will close the case for further actions. The case could also be closed if you do not report back to us on a pending question.

How to contact Excedo Support Center

Please read our “Contacting Support – Guidelines” prior to contacting us. This will help us to help you faster!

Key benefits with the Excedo Support Services

  • Our support staff has a long experience from the IT-security, Networks and Data Communication area.
  • One interface directly to Excedo Support Center for a quick resolution of product related problems
  • One source of contact for both product and managed solutions,
  • Excedo Support Center provides quick access to a support technician with the help of our advanced support systems. By using the Excedo e-Support Portal, customer get access to our FAQ and solution database with valuable information in order to increase the knowledge about our products and services.
  • We have a strict process for managing support cases, in order to ensure us to resolve the submitted cases as rapidly as possible.
  • We also have a well established process for escalation of critical issues to our partners where we have access to the highest level of competence, usually directly to the development department.