Technical Support

To ensure smoothly operating Systems

In the event of a malfunction, the top priority for you and therefore also for our service team is to keep it as short as possible. That's why our software specialists are immediately on hand to provide you with professional advice and support if necessary.

These services are mapped in our technical support packages HEKUhotline, HEKUconnect & HEKUview. Choose the package that suits your needs to get exactly the remote maintenance support you expect and require.

  • Free hotline support in case of malfunction by our software specialists
  • Response time within 240 minutes
  • Hotline & remote support in case of malfunction by our software specialists
  • Response time within 240 minutes
  • Extended availability from Monday - Sunday
  • Optional 24/7 feature with personal pick-up of your request & prioritization by our 1st level support
  • Hotline support in case of malfunction by our software specialists
  • Advanced remote support using AR software with
    • fullHD video and augmented reality (AR) notes for visual interactions
    • optimized step-by-step guidance with text, image and video content
    • case documentation with reports, image and video recordings
    • optional supply of AR glasses
  • Prioritized response time within 120 minutes
  • Extended availability from Monday - Sunday
  • Optional 24/7 feature with personal pick-up of your request & prioritization by our 1st level support

Your advantages at a glance:

  • Remote maintenance packages tailored to your needs with an attractive price-performance-ratio
  • Extensive expert support for complex support topics
  • Highest possible flexibility
  • Short response times
  • Increase in system availability through rapid solution finding
  • Savings in travel costs for service technicians
  • On request, extended remote support through intuitive AR software
  • Optional 24/7 feature

Your Contact

Mark Schoreitz

Team Lead Software Service

Haifeng Li

Service & Optimization Manager