Derdack’s Germany-based support center provides global support services via phone, email, instant messaging and remote access on a 24/7 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 24/7 premium support Derdack also offers preemptive maintenance, i.e. regular system audits for optimum runtime environments and continuity.

To ensure the optimal integration of Enterprise Alert 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.

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

Derdack offers both mobile service design and operational support training enabling customers to self-maintain and Enterprise Alert 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.

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.