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Customer support is more than just providing answers

More than 400 publishers rely on Klopotek software to help them manage their business and achieve their goals – all over the world.

What do we offer to our customers? Choose your specific requirements or get our full coverage of services

The scope of services provided to our customers via various channels ranges from professional and technical support to implementing Business Intelligence solutions and assisting with optimizing specific publishing-related processes.

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Klopotek’s Customer Care is so much more than just a number to dial in case of questions or issues

The scope of services provided to our customers via various channels ranges from professional and technical support to implementing Business Intelligence solutions and assisting with optimizing specific publishing-related processes.

Having logged into the Klopotek Service Desk, powered by JIRA, our customers simply create a ticket; they are constantly kept up to date about the status of the processing of their request until it has been resolved. The person who created the ticket has the final say if all issues have been satisfactorily addressed and the ticket can be closed. Tickets that have been created, as well as all incoming calls and e-mails, are allocated to the employees who are specialists in the field the inquiry is about.

'Managed Services’ is responsible for fulfilling our service contracts. When creating these agreements, we think about: What is the best protection plan for the customer? What are the specific needs? Does the customer have many and demanding requirements, or is support at a lower level, and less frequently, sufficient? There is a large amount of options to ensure that our customers get support tailored to their individual needs.

It is the responsibility of every Service Delivery Manager to make sure that the customers they cater for are satisfied about the work we do for them. Some clients who don’t need much support have a maintenance contract with us, so it is our job to react to so-called ‘incidents’ in a certain period of time. Others have complex agreements with us, for example, regarding functional and technical application management.

Do you have a specific question?

Ursula Eitzen

Director Customer Care

phone: +49 (0)30 88453-133
email: u.eitzen@klopotek.com

 
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Technical Application Management (TAM)

TAM Services install and operate all required Klopotek software and 3rd party software to provide a Klopotek System to the customer from a technical perspective

Always updated: Learn what our Technical Application Management can do for you
  • Installation of the database in accordance with the Klopotek software version 

  • Apply Oracle security and maintenance updates

  • Monitoring of essential event logs and trace files provided by Oracle 

  • Monitoring of performance (e.g., long running operations) 

  • Monitoring of backup jobs 

  • Notification in case of specified events (e-mail, SMS) to agreed recipients  

  • Oracle Backup and recovery service 

  • Refreshing of Klopotek environments 

  • Klopotek inventory & recovery service

  • Update of Klopotek environments

  • System availability monitoring service

  • Technical monitoring of data processing 

  • Performance check service

  • Manual or automated start of batch procedures

  • Technical support

 
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Functional Application Management (FAM)

FAM services take care on all tasks in context of functional usage of the software

Learn what our Functional Application Management can do for you
  • Configuration without impact on functionality (FAM)

  • Configuration with impact on functionality (FAM) 

  • Functional smoke tests after a change 

  • Functional parallel test after a change 

  • Functional monitoring of data processes (FAM) 

  • Functional support 

 
 
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Technical Management (TM)

​TM Services provides and operates the required hosting infrastructure operate the Klopotek System

Learn what our Technical Management can do for you
  • Hosting of physical and virtual servers in Klopotek’s data center or an external data center in a professional data center environment (redundant power supply, uninterruptible power supply, air conditioning, and network cabling)  

  • Provision and operation of physical hardware and virtual infrastructure including required software (basis software for operation systems, virtualization, backup & recovery, anti-malware and anti-virus software; procurement and licensing of 3rd party software)  

  • Provision and operation of network components up to the Connection Point (managed firewall and DNS Services, integration to directory services) 

  • Apply security and Maintenance on operating system and 3rd party software components

  • Monitoring of hardware and software components  

  • Monitoring of internet connection  

  • Notification in case of specified events (e-mail, SMS) to agreed recipients  

  • Nightly backup of server images 

  • Full and incremental backup of data  

  • Transfer of backups to disk / different offsite location  

  • Execute regular disaster recovery tests