# Support Contact - Technischer Support

🎯 Professioneller WMS-Support

Schnelle und kompetente Unterstützung für alle Georg Fischer WMS-Belange

🚨 NOTFALL-HOTLINE

Kritische Systemstörungen: Sofortiger Support rund um die Uhr

Emergency Hotline: +41 81 770 9999

## Support-Struktur Übersicht Das Georg Fischer WMS wird durch ein mehrstufiges Support-System betreut, das von Level-1-Support bis hin zu Vendor-Eskalation reicht. Jede Ebene ist spezialisiert auf unterschiedliche Problemkategorien und bietet optimale Reaktionszeiten. ## Navigation
## Support-Kontakte {#kontakte}
### Interne Georg Fischer Support-Teams #### **Level 1 - First Line Support**

WMS Operations Support

Level 1
Telefon: +41 81 770 5555
Verfügbarkeit: Mo-Fr 06:00-22:00, Sa 08:00-16:00
Team Lead: Benjamin Simon (+41 76 421 89 64)

Zuständigkeiten:

  • Benutzer-Support und Login-Probleme
  • Standard-Betriebsfragen
  • Hardware-Probleme (Scanner, Drucker)
  • Erste Fehlerdiagnose
  • Dokumentation von Incidents

Technical Support Team

Level 2
Telefon: +41 81 770 6666
Verfügbarkeit: Mo-Fr 07:00-19:00
Team Lead: Erick Hernandez Zenil (+41 76 342 47 31)

Zuständigkeiten:

  • System-Konfiguration und -Optimierung
  • Datenbank-Probleme
  • Integration-Issues (SAP, EDI)
  • Performance-Analyse
  • Erweiterte Troubleshooting

Infrastructure Support

Level 2
Telefon: +41 81 770 7777
Verfügbarkeit: Mo-Fr 08:00-17:00
Team Lead: Livio Mathis (+41 79 540 84 24)

Zuständigkeiten:

  • Server-Hardware und Virtualisierung
  • Netzwerk-Infrastruktur
  • Storage-Systeme
  • Backup und Disaster Recovery
  • Kapazitätsplanung
#### **Level 3 - Expert Support**

WMS System Architect

Name: Dr. Andreas Weber
Telefon: +41 81 770 8888
E-Mail: andreas.weber@georgfischer.com
Verfügbarkeit: Nach Vereinbarung

Spezialisierung:

  • System-Architektur und Design-Entscheidungen
  • Komplexe Integration-Probleme
  • Performance-Optimierung
  • Strategische System-Entwicklung

Database Administrator

Name: Maria Gonzalez
Telefon: +41 81 770 8899
E-Mail: maria.gonzalez@georgfischer.com
Verfügbarkeit: Mo-Fr 08:00-17:00

Spezialisierung:

  • SQL Server Administration
  • Database Performance Tuning
  • Backup/Recovery Operationen
  • Data Migration und Upgrades
### Externe Support-Partner #### **Facility Management & Mechanik** ```yaml facility_support: techniker_rufbereitschaft: telefon: "+41 62 739 32 80" verfügbarkeit: "24/7 für mechanische Störungen" anbieter: "Georg Fischer Facility Management" wartungsverträge: hrl_wartung: anbieter: "Jungheinrich AG" telefon: "+41 56 203 21 11" vertragsnummer: "SERVICE-GF-2024-001" akl_wartung: anbieter: "Jungheinrich AG" telefon: "+41 56 203 21 11" vertragsnummer: "SERVICE-GF-2024-002" notfall_mechanik: reaktionszeit: "2 Stunden werktags, 4 Stunden Wochenende" verfügbarkeit: "24/7/365" eskalation: "Automatisch nach 30 Minuten ohne Reaktion" ```
## Eskalations-Matrix {#eskalation}
### Support-Level Definitionen #### **Eskalations-Flowchart**
1

Level 1 Support

0-30 Minuten

Erstbearbeitung

  • Incident-Aufnahme und Kategorisierung
  • Standard-Troubleshooting-Verfahren
  • Benutzer-Support und Anleitung
  • Hardware-Grunddiagnose
Eskalation bei:
  • Problem nicht innerhalb 30 Min. lösbar
  • Systemweite Ausfälle
  • Sicherheits-relevante Incidents
2

Level 2 Support

30 Min - 4 Stunden

Technische Analyse

  • Erweiterte System-Diagnose
  • Log-Analyse und Error-Tracking
  • Integration-Troubleshooting
  • Temporäre Workarounds
Eskalation bei:
  • Problem erfordert Vendor-Support
  • Architektur-Änderungen nötig
  • Business-kritische Ausfälle > 2h
3

Level 3 Support

4+ Stunden

Expert-Level Resolution

  • Architektur-Level Problemlösung
  • Vendor-Koordination
  • System-Redesign falls erforderlich
  • Root-Cause-Analysis
Eskalation bei:
  • Management-Entscheidungen erforderlich
  • Budget-Freigaben nötig
  • Externe Vendor-Eskalation
#### **Severity-basierte Eskalation** ```yaml severity_escalation: severity_1_critical: definition: "Kompletter Systemausfall oder kritische Sicherheitsprobleme" initial_response: "Sofortige Benachrichtigung Level 2 + Management" escalation_timeline: - "0 Min: Level 1 + Level 2 gleichzeitig informiert" - "15 Min: Management-Benachrichtigung" - "30 Min: Vendor-Eskalation initiiert" - "60 Min: CEO/CTO informiert" severity_2_high: definition: "Schwerwiegende Funktionseinschränkungen" initial_response: "Level 1 Support, Eskalation nach 30 Min" escalation_timeline: - "0 Min: Level 1 Support" - "30 Min: Level 2 Support" - "2 Std: Level 3 Expert" - "4 Std: Management informiert" severity_3_medium: definition: "Moderate Probleme mit Workaround verfügbar" initial_response: "Standard Level 1 Support" escalation_timeline: - "0 Min: Level 1 Support" - "2 Std: Level 2 bei Bedarf" - "8 Std: Tägliche Review" severity_4_low: definition: "Kosmetische Probleme oder Feature-Requests" initial_response: "Level 1 Support nach Verfügbarkeit" escalation_timeline: - "Best Effort: Level 1 Support" - "Wöchentlich: Review und Priorisierung" ```
## Support-Verfahren {#verfahren}
### Incident Management Process #### **Incident-Meldung** ```yaml incident_reporting: meldekanäle: telefon: nummer: "+41 81 770 5555" verfügbarkeit: "Mo-Fr 06:00-22:00, Sa 08:00-16:00" sprachen: ["Deutsch", "Englisch"] email: adresse: "wms-support@georgfischer.com" antwortzeit: "< 1 Stunde während Geschäftszeiten" template: "Incident-Report-Template verfügbar" online_portal: url: "https://support.georgfischer.com/wms" features: ["Ticket-Tracking", "Status Updates", "Knowledge Base"] emergency_hotline: nummer: "+41 81 770 9999" verfügbarkeit: "24/7 für Severity 1 Incidents" direktweiterleitung: "Zu verfügbarem Support-Engineer" ``` #### **Incident-Klassifizierung** ```yaml incident_classification: impact_assessment: high_impact: definition: "Affects multiple users or critical business processes" beispiele: ["System-wide outage", "Data corruption", "Security breach"] medium_impact: definition: "Affects specific user groups or non-critical processes" beispiele: ["Department-specific issues", "Performance degradation"] low_impact: definition: "Affects individual users or has minimal business impact" beispiele: ["Single user problems", "Cosmetic issues"] urgency_levels: urgent: definition: "Business operations significantly impacted" timeframe: "Immediate resolution required" high: definition: "Important business function affected" timeframe: "Resolution within business day" medium: definition: "Standard business priority" timeframe: "Resolution within 3 business days" low: definition: "Can be scheduled as convenient" timeframe: "Best effort resolution" ``` #### **Ticket-Workflow**
1

Ticket Creation

  • Automatische Ticket-Nummer generiert
  • Initial Severity/Priority Assessment
  • Assignment zu Level 1 Support
  • Bestätigungs-E-Mail an Melder
→
2

Initial Assessment

  • Problem-Kategorisierung
  • Informations-Sammlung
  • Erste Diagnose-Schritte
  • Eskalation bei Bedarf
→
3

Resolution & Testing

  • Lösung implementiert
  • Testing in Testumgebung
  • User Acceptance Test
  • Dokumentation der Lösung
→
4

Closure & Follow-up

  • Bestätigung durch Enduser
  • Ticket-Closure mit Lösung
  • Knowledge Base Update
  • Satisfaction Survey
### Remote Support Procedures #### **Remote Access Protocols** ```yaml remote_access: secure_connections: vpn_access: provider: "Cisco AnyConnect" authentication: "Multi-Factor Authentication required" approval: "Manager approval for external access" rdp_sessions: server: "WMS-RDP-GATEWAY.georgfischer.local" port: "3389 (encrypted)" session_recording: "All sessions logged and recorded" remote_assistance: tool: "TeamViewer Business" licensing: "Georg Fischer licensed" audit_trail: "Complete session audit trail" security_requirements: access_approval: internal_staff: "Manager approval" external_vendor: "IT Security + Manager approval" emergency: "CISO approval within 1 hour" monitoring: session_logging: "Complete activity logging" screenshot_capture: "Every 30 seconds" file_transfer_tracking: "All transfers logged" time_restrictions: business_hours: "Mo-Fr 06:00-22:00 unrestricted" after_hours: "Emergency approval required" weekends: "Management approval + justification" ```
## Vendor Support {#vendor}
### Jungheinrich Support Services #### **Software Support Premium**

Jungheinrich Software Support Premium

Contract ID: JH-SWS-GF-2024-001

Kontaktinformationen

Hotline:
+43 316 811651 8888
E-Mail:
support.premium@jungheinrich.com
Portal:
support.jungheinrich.com
Account Manager:
Thomas Mueller (+43 316 811651 1234)

Service Level Agreements

Severity Response Time Resolution Time Availability
Critical 1 Hour 4 Hours 24/7
High 4 Hours Next Business Day Business Hours
Medium 8 Hours 3 Business Days Business Hours
Low 24 Hours Best Effort Business Hours

Inkludierte Services

Hotline Support

24/7 für kritische Issues, Business Hours für Standard-Support

Remote Support

Direkter Fernzugriff für Diagnose und Problemlösung

On-Site Support

Techniker vor Ort bei komplexen Hardware-/Software-Problemen

Software Updates

Alle Updates, Patches und neue Releases inklusive

Training

Jährliche Update-Trainings für Key Users

Health Checks

Quartalsweise System-Health-Checks und Optimierung

#### **Hardware Support Verträge** ```yaml hardware_support: hrl_system: contract_id: "JH-HWS-HRL-GF-2024-001" coverage: "24/7 für mechanische Störungen" response_time: "4 Stunden on-site" techniker_hotline: "+41 56 203 21 11" spare_parts: "Vollständiges Ersatzteil-Lager vor Ort" akl_system: contract_id: "JH-HWS-AKL-GF-2024-002" coverage: "24/7 für kritische Komponenten" response_time: "2 Stunden on-site" techniker_hotline: "+41 56 203 21 11" preventive_maintenance: "Monatliche präventive Wartung" conveyor_system: contract_id: "JH-HWS-CONV-GF-2024-003" coverage: "Business Hours + Emergency Call-out" response_time: "4 Stunden werktags, 8 Stunden Wochenende" techniker_hotline: "+41 56 203 21 11" maintenance_windows: "Wöchentliche Wartungsfenster" ``` ### Third-Party Vendor Support #### **Microsoft SQL Server Support** ```yaml microsoft_support: support_plan: "Microsoft Premier Support" contract_id: "MS-PREM-GF-2024-001" kontakt: technical_account_manager: "Sarah Johnson (sarah.johnson@microsoft.com)" support_hotline: "+41 44 555 0123" online_portal: "https://support.microsoft.com/premier" coverage: sql_server: "24/7 für Production Issues" windows_server: "Business Hours Standard, 24/7 für Critical" licensing: "Compliance Support und Audit-Unterstützung" escalation: severity_1: "1 Hour Response Time" severity_2: "4 Hours Response Time" architectural_reviews: "Quartalsweise Architektur-Reviews" ``` #### **Network Infrastructure Support** ```yaml network_support: cisco_smartnet: contract_id: "CISCO-SMN-GF-2024-001" coverage: "24/7 für kritische Netzwerk-Komponenten" response_time: "4 Stunden Hardware-Replacement" hotline: "+41 44 878 9444" services: hardware_replacement: "Next Business Day für Standard, 4h für Critical" software_support: "Updates und Bug-Fixes inklusive" technical_support: "24/7 TAC Support" escalation_matrix: level_1: "Standard TAC Engineer" level_2: "Senior TAC Engineer" level_3: "Cisco Development Team" account_escalation: "Account Manager + SE Team" ```
## Service Level Agreements {#sla}
### Internal SLA Matrix #### **Response Time SLAs**
Priority Impact First Response Progress Updates Resolution Target Escalation
P1 - Critical Business Critical / Complete Outage 15 Minutes Every 30 Minutes 4 Hours After 1 Hour
P2 - High Major Functionality Loss 1 Hour Every 4 Hours Next Business Day After 4 Hours
P3 - Medium Moderate Impact with Workaround 4 Hours Daily 3 Business Days After 2 Days
P4 - Low Minor Impact / Enhancement Next Business Day Weekly Best Effort After 1 Week
#### **Availability SLAs** ```yaml availability_targets: system_availability: production_system: "> 99.9% monthly uptime" planned_maintenance: "< 4 hours monthly (excluded from SLA)" unplanned_downtime: "< 4 hours monthly" component_availability: wms_application: "> 99.95% uptime" database_server: "> 99.99% uptime" integration_layer: "> 99.9% uptime" hardware_systems: "> 99.5% uptime" performance_targets: response_time: "< 3 seconds for 95% of requests" concurrent_users: "Support for 100 simultaneous users" throughput: "500 transactions per minute sustained" recovery_objectives: rto_target: "< 4 hours for complete system recovery" rpo_target: "< 15 minutes data loss maximum" backup_frequency: "Hourly incremental, daily full backup" ``` ### Service Quality Metrics #### **Performance Indicators** ```yaml service_quality_kpis: customer_satisfaction: target: "> 4.0 out of 5.0 (monthly survey)" measurement: "Post-incident satisfaction surveys" reporting: "Monthly satisfaction reports" first_call_resolution: target: "> 75% of incidents resolved on first contact" measurement: "Ticket analysis and customer feedback" improvement_actions: "Knowledge base updates, training" sla_compliance: response_time_compliance: "> 95% within SLA targets" resolution_time_compliance: "> 90% within SLA targets" availability_compliance: "> 99.9% monthly" team_performance: average_resolution_time: "Track by priority and team" escalation_rate: "< 20% of tickets escalated" knowledge_sharing: "Contribution to knowledge base" ``` #### **Continuous Improvement Process**
📊

Measure

  • Monthly SLA Performance Reports
  • Customer Satisfaction Surveys
  • Incident Trend Analysis
  • Team Performance Metrics
→
🔍

Analyze

  • Root Cause Analysis for Recurring Issues
  • Process Bottleneck Identification
  • Training Gap Analysis
  • Technology Enhancement Opportunities
→
🎯

Improve

  • Process Optimization
  • Tool Enhancement
  • Team Training Programs
  • Knowledge Base Updates
→
✅

Control

  • Implementation Monitoring
  • Performance Validation
  • Stakeholder Communication
  • Next Cycle Planning
## Emergency Procedures ### Critical Incident Response ```yaml emergency_response: severity_1_incidents: immediate_actions: - "Alert Level 2 Support + Management simultaneously" - "Activate incident command center" - "Notify all stakeholders within 15 minutes" - "Begin documentation of timeline and actions" communication_plan: internal_notification: - "IT Management" - "Business Department Heads" - "Executive Team (if > 2 hours impact)" external_notification: - "Key Customers (if affecting orders)" - "Vendor Support (immediate escalation)" - "Regulatory Bodies (if required)" recovery_priorities: 1: "Ensure data integrity and prevent data loss" 2: "Restore critical business functions" 3: "Resume full system functionality" 4: "Complete root cause analysis" ``` ## Quick Reference ### Emergency Contact Card **KRITISCHE SYSTEM-STÖRUNGEN** - **Emergency Hotline:** +41 81 770 9999 (24/7) - **Jungheinrich Premium Support:** +43 316 811651 8888 - **Facility Management:** +41 62 739 32 80 **STANDARD-SUPPORT** - **Level 1 WMS Support:** +41 81 770 5555 - **Level 2 Technical:** +41 81 770 6666 - **Infrastructure:** +41 81 770 7777 **KEY PERSONNEL** - **WMS Team Lead:** Benjamin Simon (+41 76 421 89 64) - **Technical Lead:** Erick Hernandez Zenil (+41 76 342 47 31) - **Infrastructure Lead:** Livio Mathis (+41 79 540 84 24) --- *Diese Support Contact Dokumentation gewährleistet schnelle und effektive Problemlösung für das Georg Fischer WMS. Kontinuierliche Aktualisierung sichert optimale Support-Abdeckung. Letzte Aktualisierung: März 2025*