Support Structure
How does it work
On-Site Engineer
Including preventive maintenance
The on-site support for INCAPE for the proposed solution will be provided by a dedicated on-site engineer, engaged in direct and instant support activities.
Mühlbauer 1st Level Support
Including preventive maintenance
If the on-site support efforts couldn’t solve the incident, the incident is escalated to Mühlbauer’s 1st Level Support team, the Technical Support Group (TSG).
Embedded in Mühlbauer’s Central Service Organization, the TSG takes care of the internal coordination for further support.
The 1st Level Support via phone, email or remote desktop support shall include the following support services:
- Troubleshoot for systems and software
- Analysis of communication log-files
- Analysis of error messages
- Guidance of incident resolution
- Other Remote Support activities
MÜHLBAUER 2nd LEVEL SUPPORT
Specialist Support Group (SSG) or R&D
If the first level support efforts couldn’t solve the incident, the incident is escalated to Mühlbauer’s 2nd Level Support team, the Specialist Support Group (SSG) or R&D teams.
The Central Service Organization takes care of the internal coordination for further support. The relevant internal departments are involved in order to provide clarification to the inquirer via phone/ email or remote desktop support.
The Service Desk Support via phone, email or remote desktop shall include the following support services:
- Troubleshoot for systems and software
- In depth Analysis of communication log-files
- Replacement of IT Equipment (depending to requirement)
- Replacement of hardware components
- Bug Fixes
- Remote Support activities (phone, email, remote desktop)
MÜHLBAUER 3rd LEVEL SUPPORT
Service Engineer on Demand
Mühlbauer Service is a globally established support network across all continents. With dedicated service engineers located all over the world this network will ensure the availability of on-site support services with shortest lead time.
In case the incident has dimensions which cannot be solved via remote support, 3rd Level Support is provided on-site. Depending on the nature of the incident a dedicated expert is dispatched and coordinated by the Central Service organization in order to support and to solve the incident.
