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CoreTech Support

Free On Demand Support and Step by step training.

Free of charge

CoreTech offers its customers a superior level of technical and commercial support free of charge. The goal of our free support system is to provide useful information to solve problems related to the use and configuration of the products, but also best practices and advice to improve their efficiency.
Free support is guaranteed for:

  • All Cloud and On-Premises products
  • All products covered by a subscription or a warranty


Pre Sales Support
For the customer to understand if a product meets their needs, commercial and technical support is offered free of charge

  • Commercial Support by phone or email
  • Technical Support mainly offered via email


In cases where you need advanced pre-sales support, please get in touch with us explaining your needs precisely.

On Demand Support

On-Demand support is suggested in cases where there are situations that require advanced technical support, which may include remote connection and/or an in-depth analysis of the context in which the product is used.
For this purpose, a pay-as-you-go support is available in a simplified form, based on an hourly cost and usable at will for:

  • Assistance to solve situations or problems (excluding bugs or defects)
  • Assistance for new installations or product configurations
  • Consulting on complex projects
  • Personalized training

Free On Demand Support for Certified Partners

Customers who have acquired a CoreTech Certification hold the privilege of On-Demand Support free of charge according to their certification level.

Training

We periodically organize training sessions with our Partners aimed at increasing their level of technical knowledge on our products and new emerging technologies.
You can refer to the following resources:

  • Sections Events where you will find free Webinars, Classroom Courses, Fairs, Trade Shows and Conferences we participate in
  • Section News section where you will find information on new releases and updates
  • Section Articles section where you will find technical documentation, Faq, Knowledge Base and Videos

Advanced training and resources, free for Certified Partners

Customers who have acquired a CoreTech Certification hold the privilege of free advanced training and exclusive special resources.

SLA - Response times

Cloud Products - 24x7

Cloud products have differentiated support based on their nature. CoreTech manages all requests within 4 hours in accordance with the SLA of reference. All systems are monitored H24 at both network and infrastructure levels so that maximum Up Time of the systems is always guaranteed.

  • Stellar - 24x7
  • 1Backup - 9x7
  • Web Hosting - 9x7
  • Mail Hosting - 9x7
  • Other Services - 9x5

On Premises Products - Best Effort 9x5

Whether the cause and/or solution of the reported problem is known, CoreTech undertakes to manage the request in Best Effort within 24 working hours (on-average-response within 4 hours), providing useful information for solving the problem and/or asking for more information.
In cases where CoreTech has no knowledge of the problem, it will forward a request for intervention to the producer (escalation); in this instance, CoreTech will not be able to guarantee the same response times as for the problems managed directly, as each vendor follows its own policies. The producer could request more information on the problem, in which case CoreTech will act as an intermediary until the ticket closure.


Where to find us



Sales support
Phone number: +39 02 55 23 08 93
Email: sales@coretech.it

Technical support
Phone number: +39 02 89 95 44 01
Email: supporto@coretech.it

For support requests fill out the form below

If it is an Emergency, select SOS! Your request will be processed as soon as possible.

I would like to be contacted via:

Send request

Remote Support

Download Sygma Connect

Sygma Conect is the remote control solution for Windows, Linux and Mac OSX with all-Italian technology! All remote control sessions are recorded and can be consulted via the web as well as filterable and exportable in a CSV file. Request more information...


Download TeamViewer

TeamViewer è la suoluzione di supporto e controllo remoto per ambienti Windows, Linux, MacOS e dispositivi mobili.



CoreTech Certifications

Certification
ISO 9001:2015

Management and quality
 

Certification
ISO/IEC 27001:2017

Management of data and security information

Compliance
ISO/IEC 27017:2015

Security management
for Cloud Providers

Compliance
ISO/IEC 27018:2019

Management of personal data
in Cloud

Compliance
ISO/IEC 27701:2019

Information management
on Privacy

Code of Conduct
CISPE

Data protection
 

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