Service and Support
As part of the extensive maintenance agreement between TCP GmbH and our customers, the latest software is made available on a regular basis. It is no dogma to always install the latest change. Our customer consultants discuss this with the customers and recommend, depending on the possibilities and benefits, whether updates make sense. At longer intervals, customers will always be provided with an upgrade that incorporates the developments and improvements of the previous development period and has been extensively tested together with selected test environments and with customers.
The software will be made available for download on our FTP server. By this way, data or protocols are also exchanged.
The fastest help can always be provided when a communication situation is established at the same level. For the user of our software this means that he wants to explain quickly which problem he / she is facing. In our opinion, this is best if, as a support provider, you can see what the user sees and does. For this we use the professional tool PC-Visit. The advantage for our customers is that no license has to be purchased and no extra software has to be installed. The current PC-Visit software is freshly loaded from our website and executed, so that we can get into the support immediately. We see the screen and the actions of the user and can intervene immediately. Or the user sees the helper’s screen, on which e.g. a process is explained and shown.
Because TCP has extensive logging, any conspicuous behavior can be analyzed along with the client based on the logs and possibly resolved.