Support Services:
Customize as Needed

FAQ SUPPORT SERVICES

• How Can I Contact the Support Team?

  You can connect with our support team either by email (support@bnc.ch) or by phone (+41 31 858 58 59). If you already have login credentials, you can directly log into our support portal (https://support.bnc.ch).

• How Does BNC Guarantee Personnel Availability for Support?

  Our support is primarily furnished by the Operations & Support organization. In case of issues, they have the provision to engage systems engineers from the engineering teams. If an incident arises from a manufacturer's software or hardware, we engage the manufacturer's support. We ensure continual support through the incorporation of a professional call center.

• What are the associated expenses for support services?

  Our total maintenance and support costs consist of three components: Part Services, General Services, and Support on a time and material basis. Part Services encompass manufacturer-specific maintenance and support expenses, such as hardware replacements or software subscriptions, which are always obtained directly from the manufacturer.

  The General Services costs encompass fixed annual expenses for on-call support and optional malfunction assistance. Additionally, there are expenditure-based costs for changes, which can be managed through the purchase of a service pool, eliminating the need for monthly invoices.

• How are support tickets traced and documented?

  We employ a ticketing tool to document all support tickets, including an inventory of the hardware and software utilized. This ticketing tool provides access not only to our employees but also to our customers.

• Does the BNC also provide proactive support services?

  Yes, that is correct. Proactive service offerings are not encompassed within the scope of Support Services. Instead, all proactive services are categorized and provided under Managed Services.