Given how important is maintaining the IT systems and ensuring its continuity (especially as critical as security solutions), we offer to our clients additional support services. The utilisation of these services brings many benefits to the clients. In support delivery, our implementation engineers are involved, so we know the context of the infrastructure while providing help. What’s also essential – as the distributor of the solution, it is much easier for us to escalate incidents and problems directly to the vendor. This path, despite the fact of adding an extra step, is more efficient, as we have open communication channels with the vendor’s support, that allows us to affect resolution time.

Delivery of support service is based on Service Level Agreement, that defines responsibilities of the parties, especially reaction times for technical team and also times for undertaking repair. Standard support offered by EMS Partner includes incident management, and maintenance processes (i.e. updates). We are also ready to support „how-to” tickets, regarding configuration and functionalities of offered systems. Typically we provide support on working days, between 8.00 AM and 5.00 PM CET. We prepared 3 channels of communication for our clients – a support portal, a phone number, and an e-mail address. For special requirements, it is possible to provide support onsite, also in 24x7x365 mode.

Please be advised that the administrator of the personal data provided is EMS Partner Sp. z o.o. with its registered office in Poznań at ul. Szyperska 14, 61-754 Poznań, NIP: 972-121-09-85 hereinafter referred to as the “Company”. In matters related to the protection of personal data, please contact us at the email address or by post to the address: ul. Szyperska 14, Poznań 61-754. The data provided will be processed on the basis of consent (art.6 par.1 lit.a RODO). You have the right to withdraw your consent at any time without affecting the lawfulness of the processing that was carried out on the basis of the above. consent before its withdrawal. The recipients of the data may be producers of solutions presented in the offer, website operators, e-mail providers, entities providing technical support services. You have the right to request access to your personal data, rectification, deletion or limitation of processing, as well as the right to transfer data. Your personal data will be processed until the completion of the purpose for which they were collected or until the consent is withdrawn. Providing data is voluntary, but necessary to answer the query, submit an offer and / or send commercial and marketing information. Based on personal data, no automated decisions will be made, including profiling. You have the right to lodge a complaint with the Office for Personal Data Protection based in Warsaw, ul. Stawki 2.