Fast response times
DRIVE stands for fast response times by phone, on site, and by email, whatever is most effective for your project. Even short-notice meetings can be arranged easily and quickly—digitally with our tools. We are also happy to offer training for additional employees and specific consulting tailored to your chosen systems.
Your existing contacts will be happy to assist you with the support of specialist staff. DRIVE also handles the design, development, and setup of web server systems according to individual requirements.
Hosting and security
Depending on your needs, we are happy to take care of ongoing security updates, monitoring and control of the hosting provider, 24/7 monitoring and support of the systems with regard to updates and troubleshooting. This is why communication and availability of support at DRIVE is so important!
Communication and availability of support
- By email
a. to the project distribution list
b. outside business hours, on weekends and public holidays:
an additional email distribution list
- By phone
a. Office number: 0511 640 706 0
b. Direct dial to the project manager
c. Outside business hours, on weekends, and holidays:
Emergency number outside business hours
We offer service during our business hours and outside business hours, including Sundays and holidays. An online shop must always work, as must websites—we help with rare outages.
Response and reaction times
The response time is defined as the time between the receipt of an error notification via the established communication channels (see Communication with Support) and the agency's response to this notification. The agency guarantees a response time of four hours during business hours.
Response times begin exclusively upon receipt of the corresponding message or the occurrence of the agreed event during the agreed service hours and run exclusively during the agreed service hours.
Outside of working hours and on weekends, we have an additional email address for our IT team. In addition, there is an emergency number for our clients. Our IT team will respond to the fault report as quickly as possible.
Fault report
In the event of a fault, an error message is sent to the project distribution list. At least three employees are connected to this list and receive the error message. The fault report contains the following information and is generated by our monitoring system, e.g., monitoring system for emergency readiness or the aforementioned customer information to DRIVE in the event of further errors outside of monitoring.
Important information includes:
- What type of disruption is it?
- Send the original error message, at least as a screenshot
- Which system is throwing the error? Type of browser, system, CMS
The failures are documented and communicated by us.
