Monitoring our customers

France-based technical support

Under our maintenance contract you have unlimited access to our International telephone support centre.

With over 20 staff and managing 6 languages it has the following missions: 

• To help users with common management tasks.
• To help administrators modify their setup rules.
• To resolve any technical problems.
• To guarantee time and attendance and access control hardware and software functional and technical updates. 

As part of our ISO 9001: 2000 quality process we set up: 

• Personalised monitoring for each call received.
• Despatch of a written report after each call.
• 50 000 calls handled per year.
• Average time between the initial call and issue resolution less than 3 hours. 

In 2009, the installation / training evaluation criteria were between 88 and 99% (892 questionnaires processed) and the hot-line evaluation criteria were between 92 and 97% (1,483 questionnaires processed).