Our fully qualified team of technical specialists deliver support to our customers around the clock. Your convenience is our priority and we offer world-class support through a wide range of channels including site visits, telephone, and our unique fully automated web-based ticketing system. All members of the locally-based Help AG Cybersecurity Support division are fully certified on all the major platforms we offer and have even been authorized to deliver Level 1 and Level 2 support by several of our vendor partners.
We have invested heavily in developing technology environments that enable us to replicate customer issues in the most realistic manner possible and this enables us to handle 95% of all cases directly within our organization without support from vendors. For our customers, this means highly professional service, smarter solutions and the fastest times to resolution. Customers rate our support services higher or equal quality to that of our principal vendors.
HASS is best suited for organizations looking for all-round protection for their IT environment. Help AG experts provide support and assistance in case of any malfunction or failure reported by our customers 24/7 and within a maximum of 2 hours.
Possible countermeasures or solutions are taken by Help AG’s certified engineers to restore functionality in the shortest possible time-frame. RMA requests escalated to vendors or replacements are fully coordinated by Help AG. On-site remediation, if required, is performed according to industry best practices if remote access is not sufficient or successful.
All incidents are reported and tracked with a professional incident handling system, which is accessible for all customers to track, update or open new tickets. Required analysis is performed via read-only remote access. Fixes can be applied by customers based on instructions provided by Help AG’s experts or on request remotely.
Help AG Advanced Services (HAAS) are best suited for scenarios that include new configurations, software upgrades, and the enablement of additional features and customization based on a flexible subscription.
HAAS requests are not limited to being break and fix activities. An expert is available whenever required for new configuration requests, major changes, customizations and configurations. Requests for HAAS can be raised by the customer and are processed by Help AG in the same way as a request for basic support services.
Advanced Services can be purchased based on a prepaid amount of days. Advanced Services can be utilized for services of any expert within the Help AG Security Assistance Center Team for all products that are covered under HASS.
Since in these kind of scenarios, Help AG experts already know the customer environment, it’s easier for us to ensure that our customers stay up-to-date on all the latest features of their devices. Moreover, customers get premium access to a certified Help AG expert for their devices on call at any time without the need to go through a complicated P.O. process.
Help AG’s Health Check service is a periodic preventive maintenance check of organizations’ hardware and software. System logs and policies are verified, and recommendations are provided during the check. This service also reports the status of the existing environment and contributes to detecting upcoming threats and risks at an early stage. The health check can be performed within or out of the service windows with read-only access so as not to not affect performance and business processes.
The reports are carefully reviewed by technical experts, who then provide recommendations based on each scenario by evaluating customer needs and implications on the customer environments. This helps customers identify any potential issues with their devices and maintain the systems at the recommended OS version, as well as apply industry best practices to their infrastructure.
Regular review keeps device configurations safe and clean, moreover ensures identification and maintenance of the lifecycle for all hardware and software.
Taking into consideration the shortage of skilled cybersecurity professionals in the market, Help AG makes sure that doesn’t mean you need to compromise with your cybersecurity in any manner. Help AG’s Resident Engineers integrate as members of the customer’s team to provide full-time support at their premises. Each resident engineer is certified and has strong hands-on technical experience with the network security infrastructure.
Help AG Resident Engineers are available for engagements and to provide operational, design, and planning assistance and will assist with the deployment of security equipment, post-cutover activities, and day-to-day operations according to the customer’s requirements.
Our Resident Engineers develop trust-based relationship with the staff at the customer organization hence fostering knowledge sharing and open communication between the staff, and security vendor’s customer services. Using their knowledge of the network, resident engineers assist in security & network design, support, and operational issues. Existing customers typically view the RE as a strong and indispensable member of their team.
Resident Engineers prove to be valuable assets for the customers by enabling on-site availability of the required expertise and technical skill sets, minimization of downtime, operational costs and maximization of efficiency. They further enable the organizations to adapt smoothly and rapidly to changing requirements without going through the cumbersome process to hire new resources internally.
Help AG provides a dedicated technical manager who helps customers improve and optimize their environment of multiple complex devices and solutions. This enables them to maintain business continuity and sustainability of the operational day-to-day-business by providing dedicated solutions from a technical, commercial and strategic perspective.
This facilitates smooth coordination between multiple contacts/parties. Incidents, service & change requests are professionally monitored and managed.
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