24 hour support for your peace of mind
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Committed to bringing you the best support
Our 24/7 support gives your business peace of mind, knowing that our qualified and reliable WMS specialists are available within minutes, all the time. Our experts and processes offer all the support you need to resolve any issue, whenever it occurs. So you can be safe in the knowledge that you won’t waste valuable time on costly breakdowns or production stops.
Our support means what it says, that we have experts there to help you when you need them, 24 hours a day, seven days a week to answer questions and solve any problems that might arise – quickly and effectively. These levels of support are currently provided locally in a number of our Group companies.
Experts always on hand
Our support organisation is manned by skilled technicians who can help you regardless of the type of WMS we have installed for you – manual or automatic, standard or voice controlled.
Always someone to answer your calls
If a problem should occur, our technicians are there to help solve your critical issues any time, day or night, depending on your contract.
How Consafe Logistics support helps you
We provide three levels of support to make sure you get the assistance you need in solving any issue that may arise:
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First Line
Our service desk team can answer most of the questions you have regarding our systems and quickly get you up and running again. The team will address problems on a priority basis (Urgent cases first). First Line also handles all requests that are not support incidents. Requests are registered and customers receive an estimated time and cost. Either application consultants or developers then handle requests. Copies of requests are sent to account managers so that they are aware of progress.
We have a problem manager who takes care of reoccurring incidents. Incident management is the reactive solution which will get things working as quickly as possible. Problem management is offered as a proactive solution to prevent incidents from recurring.
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Second Line
If we need to escalate your support issue, we have a team of application consultants and developers who can help you with issues such as program code and applications.
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Third Line
A problem may lie in the program code in standard modules. In these cases, people in our Research and Development organization will be assigned to solve it as quickly as possible.
Getting our priorities right
To make sure we give you the best possible support, we prioritize and deal with cases as follows:
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Urgent – your warehouse logistic system may be down or production is seriously disturbed. Operating your system is possible but difficult
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High – You can operate your system, but individual people or processes may not be working properly
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Medium – You may be experiencing minor disturbances or restrictions in functionality such as new configurations
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Low – You have non-urgent general questions
Our support features:
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24/7 support 365 days a year
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Available night, weekends and bank holidays
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Answered by expert technicians who know our systems
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Helps resolve your problems immediately and keeps your systems running