Service Level Agreements

Your advantages

• Customize our telephone availability to your business hours and needs
• Prioritized treatment when solving a problem
• Easy to order via the web shop

Availability through service level agreements

The conclusion of a service level agreement guarantees the availability of a VoIP system technician from Winet's Customer Service department during the contractually agreed extended on-call time.

During the extended on-call time you have subscribed to, you can contact our on-call service to report a fault. In doing so, you provide an on-call employee to analyze and rectify the cause of the fault.

Customer service desk

In case of a call outside our calling hours, in the future a service desk employee of Callpoint AG will take your request* and forward it to the system technician VoIP of Winet's Customer Service department, who is on stand-by duty.
The Callpoint AG customer service desk employee will check which service level agreement you have and inform you of any cost implications. You can still withdraw your order for the call at this point. This customer service desk employee is available 24/7, but has no technical knowledge.

* The Service Desk reserves the right to check the identification and authorization of the calling person for security reasons.

2nd level engineering

A VoIP system technician from Winet's Customer Service department will contact you and carry out an initial problem analysis - if possible via remote support or, if necessary, on site. This employee is qualified to correct errors independently. In an emergency, he can also provide replacement material and offer a temporary solution. Troubleshooting includes, for example, «System configuration» «System data recovery» and / or «Hardware replacement.

3rd level escalation

In the event of a serious problem with basic system services of Winet, the chief technician and / or chief developer of Winet is involved in solving the problem.