Service

Service with systematic solutions

Höft & Wessel offers a wide array of services. The range is customised to suit the particular devices and applications deployed in the operations of each customer. 

Service partners 

The Höft & Wessel service specialists are all highly qualified, and they operate with the support of state-of-the-art IT technology. Constant further training of our staff is guaranteed, to ensure that they keep up-to-date with the latest technological developments. Backed by the experience of having more than 100,000 mobile computers in commercial use today, Höft & Wessel is able to offer an individually tailored range of solutions to ensure fast, customer-oriented service.

Telephone support 

The Höft & Wessel Service Line provides quick, well-informed answers to any queries regarding the hardware and software of Höft & Wessel systems.

Helpdesk support 

Customers running their own internal user support service or Helpdesk organisation can rely on our Helpdesk Support to work with their user support service to find the right solution for any hardware or software issues. 

Hardware service 

Service Line staff will determine in advance over the telephone whether a hardware service is required. This saves unnecessary costs, as expenditure on tests, transportation, etc., can largely be avoided. Customers have a choice of bring-in or on-site service. 

Bring-in service 

The bring-in service is ideal for mobile products. Thanks to the modular structure and compact dimensions of these devices, this cost-effective mail-in service is quick and uncomplicated. The product is sent to us with a brief description of the fault and, once repaired, it is returned to the customer by mail, free of charge and covered by transport insurance. 

On-site service 

The on-site service is suitable for all stationary systems from Höft & Wessel AG. Technical faults are reported directly to the Service Line, and a service technician eliminates the fault on site no later than the next working day. This way the system is quickly returned to service, and downtimes are reduced. 

Service pool 

Höft & Wessel sets up a pool of replacement equipment for customers and handles administration and speed delivery of equipment as required. At a customer’s request, faulty equipment is replaced with a unit from the service pool as early as the next working day. The customer then returns the faulty device in exchange. It will be repaired and placed in the service pool. The pool is intended for applications where every hour counts. This service is available in combination with the bring-in or the on-site service. 

Telephone support for pilot and implementation phases 

For product implementations or test installations, Höft & Wessel offers customers comprehensive telephone support through its Service Line for a period of three months. 

Software service 

To ensure that customers’ systems are kept up to date, Höft & Wessel adjusts standard software applications at regular intervals to meet the latest requirements. Program updates introducing additional functionalities or new versions of the standard software are sent to customers along with the relevant change documentation. Should any problems occur, Höft & Wessel guarantees the fastest-possible support through its Service Line. 

Remote software diagnostics 

For some products, it is possible to perform remote diagnostics of software issues: the service team logs into the customer’s system and checks the operation and functionality of all the modules. The service team can identify the faulty module immediately on their monitor and initiate steps to deal with the problem. 

The Service Line 

The Service Line is the central contact responsible for handling any issues arising in connection with Höft & Wessel products. This applies to both hardware and software, as well as to general information. Customers can send enquiries or report faults to the Höft & Wessel Service Line by telephone or fax. The Service Line then coordinates any measures required from their central location.

• Central contact 
• Calls are answered by qualified personnel 
• High availability 
• All calls are recorded in a database 
• Required measures are initiated immediately 
• Coordination and monitoring of all processes 
• Support from Helpdesk system linked to a knowledge base 
• Escalation management 
• Reporting