Conditions Support and Levels
TOTALGEST SUPPORT
To ensure that all requests are processed in the minimum time, we have structured support at multiple levels.
Levels 0 and 1 are included with the support of each license, while in case of level 2 and 3 support, an appropriate analysis will be done and the cost for this type of intervention will be communicated.
N.B. TotalGest configurations, such as changes to the header or system settings, are paid activities.
Those who use TotalPOS and have a physical store have a different kind of support, involving on-site interventions since the needs are different.
If you had further questions on this topic, you can contact us via ticket: ticket@totalgest.ch
Level 0
This is the basic support level, which includes stand-alone resources such as documentation, user manuals, online guides, and answers to frequently asked questions.
Users can search for information and solve their problems independently using these resources.
Level 1
Level 1 support is the first point of contact for users requesting assistance. It consists of a team of support workers who provide assistance via ticket system or by phone.
This level of support addresses basic queries, such as common problems and frequently asked questions, providing immediate solutions or routing the user to the next level of support if needed.
Level 2
Level 2 support consists of technicians or technical specialists with a greater degree of expertise.
This level of support addresses more complex or higher-level problems that require greater technical knowledge.
Operators at this level solve more advanced problems or provide guidance in solving them.
They may involve the development team to address more complex problems or make custom development requests.
Level 3
Level 3 support is the highest level of support available. It involves technical experts or developers who can solve complex problems or provide code-level customizations.
This level of support is involved only for critical problems or advanced requests that require specialized intervention.
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Types of support for TotalGest
Conditions Support and Levels
TOTALGEST SUPPORT
To ensure that all requests are processed in the minimum time, we have structured support at multiple levels.
Levels 0 and 1 are included with the support of each license, while in case of level 2 and 3 support, an appropriate analysis will be done and the cost for this type of intervention will be communicated.
N.B. TotalGest configurations, such as changes to the header or system settings, are paid activities.
Those who use TotalPOS and have a physical store have a different kind of support, involving on-site interventions since the needs are different.
If you had further questions on this topic, you can contact us via ticket: ticket@totalgest.ch
Level 0
This is the basic support level, which includes stand-alone resources such as documentation, user manuals, online guides, and answers to frequently asked questions.
Users can search for information and solve their problems independently using these resources.
Level 1
Level 1 support is the first point of contact for users requesting assistance. It consists of a team of support workers who provide assistance via ticket system or by phone.
This level of support addresses basic queries, such as common problems and frequently asked questions, providing immediate solutions or routing the user to the next level of support if needed.
Level 2
Level 2 support consists of technicians or technical specialists with a greater degree of expertise.
This level of support addresses more complex or higher-level problems that require greater technical knowledge.
Operators at this level solve more advanced problems or provide guidance in solving them.
They may involve the development team to address more complex problems or make custom development requests.
Level 3
Level 3 support is the highest level of support available. It involves technical experts or developers who can solve complex problems or provide code-level customizations.
This level of support is involved only for critical problems or advanced requests that require specialized intervention.
Close
For changes or requests. Also by e-mail to ticket@totalgest.ch