We have decided to continue to provide support and customer service of the highest quality and scope to all our customers. We consider this to be a fundamental topic in the Tech-Business.
However, this entails a large amount of work and effort in order to make this available to our customers. At the same time it is also important for us to be in contact with our customers and to give them the opportunity to contact us if they have any questions.
Therefore we decided to perform two important changes for our support services and Enterprise-Business customers. Please note both changes.
A) Changes for Enterprise Business
In order to provide faster processing of all business inquiries and orders from our global Enterprise customers (mdct Individual), we have decided to create a central contact point for all inquiries.
This means that queries and the associated implementation can be carried out much faster, more conveniently and more centrally.
In December 2019, we will be contacting all our Enterprise customers directly to inform them of this change. They will also receive the new and updated contact information.
Of course, personal contact is still important to us, as we know that this is very much appreciated by our customers. For this reason, if possible, the inquiry will continue to be handled by the already known contact person. This contact person will of course continue to be available to you via the already known contact details for consultation.
B) Changes for Support
We offer and provide the support in the range of an annual support credit. Here we have looked back on the successful past years and decided on a value that is appropriate for us but also especially for the customer side.
Therefore every customer with a corresponding account now has an annual credit of 60 support minutes, which are automatically reduced with each request.
Further requests are billed at the end of the year (similar to mdct Individual/Enterprise Business). Of course, every customer is informed in advance before any costs are incurred. The current status can already be viewed in the Cloud Management Suite in the Costmanagement tool.
By this decision we are able to offer best possible support in highest quality, constant for all customers. This is important to us.
Billing will not take place until the coming calendar year 2020; if the support services are overrun in 2019, we will not carry out billing. Furthermore, the support services are not connected to mdct Individual, which holds website changes and technical matters as well as software development services. (Please have a look to change A).
Therefore, your inquiries will now be calculated internally separately between support and individual/enterprise services.
Conclusion / Summary
Basically, everything remains as usual for you. If you contact us from now on, we will internally separate the inquiries between support and consulting with mdct Individual/enterprise, software development, website management. As in the past, mdct Individual’s services are billed at the end of the year. Support requests are taken directly from your support credits, which you can check yourself. If you are totally used up, you will be informed about this. The invoicing itself also follows at the end of the year.
In addition, you assign your business requests for processing and orders to a new contact. You will receive this contact in the coming weeks.
This change is global and applies to all customers, whether mdct Group or 25Space.com.