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ensec Support

Regardless of whether you are an existing ensec customer or have never worked with us before: Our support offers are available to you at any time. From basic support to round-the-clock support – we have the right model for you.

ensec Support: So that the case remains under control

What distinguishes our support offerings from our Managed Security Services? With the latter, we assume operational and life-cycle responsibility for your systems; with the support described below, this responsibility remains in your hands. ensec responds to your call in this case. It does not matter whether we have already supported you with a project in the past or whether you are a new customer: Our support services are available to you in any case.

Basic

8 – 17.30 hrs

from Monday to Friday

  • 2 hours
    Maximum response time
  • The next working day
    On-site deployment
  • Incl. RMA handling of defective hardware, information on EoS/EoL data, annual review of the licence situation.
Standard

8 – 17.30 hrs

from Monday to Friday

  • 30 minutes
    Maximum response time
  • Within 4 hours
    On-site deployment
  • Incl. RMA handling of defective hardware, information on EoS/EoL data, annual review of the licence situation.
Premium

24/7

Round-the-clock service

  • 30 minutes
    Maximum response time
  • Within 4 hours
    On-site deployment
  • Incl. RMA handling of defective hardware, information on EoS/EoL data, annual review of the licence situation.

Basic and standard customers can reach our specialists during our office hours from 8 a.m. to 5.30 p.m. from Monday to Friday. If you opt for the Premium service, we are available around the clock, seven days a week, on a special telephone number. We guarantee to call you back or begin troubleshooting within 30 minutes.

Can also be booked independently of the package:

  • Manufacturer subscription and support
  • Hardware warehouse Switzerland
  • All-inclusive price Incident Mgmt & Support

Your main asset: Our employees

So far, so familiar. But what makes ensec support unique? Among other things, the close contact with our partners, i.e. the suppliers of the hardware and software we support and sell.

Our technical manufacturer certifications are all at the highest levels of the partner programmes. By concentrating on a manageable number of suppliers, ensec has been able to establish close manufacturer contacts over the years – which ultimately benefits the quality of our support and therefore you.

We always see ourselves as an intermediary between you and our partners. We make your technical problems our own and, if necessary, utilise our personal relationships with our suppliers’ support teams. We know when it’s time to escalate a support ticket and how to quickly request the necessary support.

Often, we don’t even need to involve the manufacturer in question. Our support staff are not exclusively entrusted with service cases. They work on our customer projects and thus gain the necessary expertise to be able to handle support requests independently. This saves valuable time and minimises downtime.

We make use of our relationships – and you benefit

Another special feature of ensec is the opportunities that arise from the relationship of trust between our customers and us. This is because many of our existing support customers give us direct remote access to their systems.

This means that ensec can solve many problems on its own without customers having to invest large amounts of human resources. We offer this direct line to all customers, regardless of the agreed service level agreement.

We are fully aware of our competences – and therefore also know our limits. For example, in the event of a malware attack, we can provide an initial assessment of the damage or possible spread of the malware as part of our support. In order to clarify whether and to what extent a data leak has occurred, we then recommend that our customers call in an external forensics expert, as this is outside our area of expertise.

From a business perspective

Our expertise gives you security

In the event of a support incident, it may be necessary to respond quickly and competently. In the event of an incident that affects your business, every minute can cost you hundreds or even thousands of francs.

This is the moment when you want to be able to rely 100% on your partner and we offer you this guarantee with our qualified and experienced employees, uncomplicated cooperation and short escalation and decision-making paths.

Keyword “qualification”: Acquiring the expertise required to achieve the highest levels of manufacturer certification often takes several years. The net effort for the actual certifications is several weeks. We have made this investment in our employees so that you don’t have to.

May we personally provide you with arguments in favour of ensec? Please contact us.

Write to us

Or give us a call:

+41 44 711 11 44