Our 700+ support employees in 52 local subsidiaries and authorised distribution partners within the EAME region promptly provide answers and solutions in the local language. We have a three-tier support infrastructure consisting of local level 1 support teams backed up by highly specialised level 2 experts who operate from our regional support centres in Ireland and Germany. Level 2 also acts as a direct liaison between the local support operations and the developers and programmers on level 3.
In addition to supporting our own applications, MICROS-Fidelio provides reliable and competitive operating system and network-related support and on-site service based on your maintenance contract. To meet varied needs, we offer different contract models ranging from baseline support available during normal business hours, to premium 24/7 support. Support areas include Applications, Platform & Network and Interfaces. Moreover, we place great emphasis on transparency. Therefore our service levels are measured by industry standard key performance indicators (KPIs) and tailor-made customer satisfaction surveys. A detailed reporting package is always available, including performance and frequency metrics, support incident details and summaries. Our customers have online access to our case management system and can open cases, monitor their status or close them at any time.