en
Support
Buy support expertise from SerNet
SerNet supports you with the installation, configuration, and administration of IT infrastructure. Our focus is on our product portfolio, but we also offer support beyond this and refer you to suitable partners.
All work is based on a signed support contract. Our sales team will be happy to send you one by email request.
Support contracts with SerNet are a reliable building block for your emergency management. They establish clear responsibilities and defined processes – in everyday life and in emergencies. They can be integrated into existing BCM plans and ISMS structures and help to better implement requirements from NIS2, ISO 27001, or KRITIS umbrella legislation.
SerNet offers genuine 24/7 support. Around the clock, all year round: book our Service Level Agreements (SLA), which we offer with graduated response and response times.
During business hours
Our business hours are Monday to Friday from 8 a.m. to 6 p.m., except on public holidays in Lower Saxony.
Call us ...
... on our main number 0551-370000-0. With your name and that of your organization, you must be identifiable to us on the phone as authorized to place an order for a valid support contract. If this is the case, you will usually be forwarded directly to a colleague in the desired department.
If you do not have a valid support contract with us, we will put you through directly to our sales department, where you will then discuss the necessary steps for the provision of support services. If we are unable to reach the desired person in the specialist department or in sales directly, we will arrange an appropriate callback by us.
Send an e-mail to ...
... our support address. Again, your name and that of your organization should refer to a support contract on file with us. If this is the case, the support will contact you as soon as possible - if not, the sales department will contact you.
Outside business hours
Call us ...
... on the number agreed with you for emergency calls. Our emergency team, which is on duty around the clock, will answer your call directly if possible. If this is the case, the same rules apply as during the day: You must be on file with us as an authorized caller for your organization with a valid support contract. If this is not the case, the emergency team will decide whether and how help can be provided, depending on the emergency in question. Either way, our sales team will call you back the next business day :-)
If we cannot answer your call directly, please leave your message and your callback number on the tape. We will get back to you promptly, especially if you have signed an SLA with guaranteed response times.
Do NOT write an email ...
... if you need support outside business hours! Emails are only read during business hours. Exceptions are only made if you have discussed our support outside business hours with us in advance.
SerNet as your partner for business continuity management
When IT systems are critical to your business, you need more than just a phone number for emergencies.
Support contracts with SerNet are not only important for regular operations. They are also a relevant component of Business Continuity Management (BCM): In case of emergency, it is crucial to know who is available, who is authorized to make decisions, and how quickly they can respond.
Our support contracts create clear framework conditions for this: with defined response times, documented procedures, designated contact persons, and technical escalation paths. This not only helps you in an emergency, but also in audits for NIS2, ISO 27001, or KRITIS requirements. In addition, we proactively support you in monitoring your availability with our maintenance and monitoring contracts.
SerNet regards itself as a reliable partner – even when other systems fail.
