Services and Support

Derdack delivers a portfolio of professional services to guarantee efficient and fast deployment and successful and profitable operation and maximum exploitation of its message master® software. Derdack offers it’s know-how and expertise within optional support and service agreements.

9x5 Business Hour Support

Derdack’s Germany-based support center provides global support services via phone, email, instant messaging and remote access. Support services are provided on 9x5 basis (GMT+1). All support incidents of contracted customers are rated and handled according to a defined ticket and escalation procedure with guaranteed response and resolution times.

24x7 Premium Support and Preemptive Maintenance

Derdack’s Germany-based support center provides global support services via phone, email, instant messaging and remote access on a 24x7 basis, 365 days a year. All support incidents of contracted customers are rated and handled according to a defined ticket and escalation procedure with guaranteed response and resolution times. With 24x7 Premium Support Derdack also offers preemptive maintenance, i.e. regular system audits for optimum runtime environments and continuity.

Deployment Consultancy and Services

To ensure the optimal integration of message master® software into the business processes of our customers all software deliveries of Derdack are based on a thorough analysis of customer requirements. A dedicated deployment plan is the foundation of every single software installation by qualified Derdack engineers.

Worldwide on-site and remote Deployments

Derdack offers global installation and deployment services – according to customer preferences either on-site or remotely. Derdack has especially training deployment engineers who are able to conduct successful installation of even complex scenarios within a few days.

Technical Trainings

Derdack offers both mobile service design and operational support training enabling customers to self-maintain and manage message master® software and to develop innovative service applications on top of it. A first training session is usually part of the deployment process. Additional training can be organized in Germany or at the customer site.

Software Update Insurance

As a vendor of standard software products Derdack provides patches and fixes, service packs and updates on a regular basis and according to a software lifecycle process. Customers can sign a software update insurance contract to benefit from a continuous flow of both minor and major updates.