| Europe | US | China | Singapore | |
|---|---|---|---|---|
| Phone: | + 49 6261 9209-190 + 49 700 CALLHYDRA * | + 1 708 966.4432 | + 86 21 5632 3436 | + 65 6804 9460 |
| Fax: | + 49 6261 9209-192 | + 1 708 966.4289 | + 86 21 5632 1035 | + 65 6836 7791 |
| Email: | support@mpdv.com | support@mpdv.com | support.cn@mpdv.com | support.sg@mpdv.com |
MES in use
After installation, commissioning and go-live, the MES system goes into the operating phase. Maintenance and upgrades to the MES can be performed by the user himself, with the support of MPDV or assigned to MPDV entirely. For simple installations it is typically sufficient to import the service packs that are made available periodically. For more complex systems a consistent system support plan ensures availability and up-to-dateness.
The MPDV support team members have the necessary depth of knowledge needed to support HYDRA users with any questions and problems that may arise while using the HYDRA system. To offer support, we provide:
- A telephone hotline (1st level) available at appropriate service times
- An experienced 2nd and 3rd level support team, if needed with direct contact to software development
- Special documentation and advanced workshops
Upon request, MPDV also provides 24/7 support or promised response times. MPDV’s local presence in Germany, the United States, China and Singapore allows follow-the-sun concepts. In addition to general software maintenance agreements, we also enter into tailored customer service agreements with our customers when required.
To analyze, process and trace support cases we use a state-of-the-art helpdesk system. If you wish, you can trace the call via the internet (Call Status). Customers with the relevant authorization have access to this area which is continuously expanding and is your personal interface to our Support.
MES users are additionally offered:
- Support with technical problems (database server / network) from certified partners.
- Support with problems of the database from our employees or from associate companies.
- Regular analysis of your MES server by our support staff.
Are you interested? Talk to us.
(* Monday - Friday from 9 a.m. - 6 p.m. 12.6 Cent/Min. German land line, then 6.3 Cent/Min. Calls from abroad are charged comparably to calls from German land line.)
Consulting Service Line (CSL)
MES Experts support at short notice
If you need advisory support at short notice on clearly defined matters in HYDRA, the Consulting Service Line (CSL) will help you.
Who has not experienced this: A question appears on a configuration in HYDRA or on a certain system setting and the question could be answered on the telephone without much effort. With the CSL, we offer to our HYDRA users a flexible solution - experienced consultants support you with comprehensive advice on the telephone.
Our promise:
- Suggestion for a telephone appointment within one business day.
- Suggested date is within the next five business days.
- Competent consulting and needs-based services performed by our experts.
Requirements:
- Clearly defined request
- Relating to the HYDRA standard.
- Maximum of four hours to clarify the issue.
As a HYDRA customer, you benefit from our straight-forward processes, short-term scheduling and fixed hourly rates. In order to request CSL contact your MPDV salesmanager.
Note: The Consulting Service Line is available from 9 am to 6 pm, CEST.
