Controlware Communications Systems

Based on more than 20 years of experience in the Technical Support domain, the Controlware Technical Assistance Center (CTAC) was established in 1997 to provide worldwide support to our customers & resellers and to coordinate our wide range of services. Today, CTAC operates over 6 support locations in Europe, Australia and North America.

CTAC's service philosophy is to offer flexibility and to deliver efficiency in all customer support activities all over the world. Our service team provides postsales support and tailor-made customer training. Our dedicated development team offers customer specific product modifications at short notice. And our wide offering of global services allows customers to choose the best service plan for their individual requirements.

CTAC activities are supported by the continuous introduction of new and improved procedures for project tracking and information management. More than 150 engineers are dedicated to supporting the complete product portfolio. Our engineers are highly skilled product specialists and assist the service organisation of our international offices and partners in all product support issues.

Four state-of-the-art Network Operation Center (NOC) in Europe, USA and Australia enhance the worldwide support available to Controlware customers, international offices and resellers, by making it possible to provide both remote and onsite service in more than 60 countries.

Customer satisfaction depends on the global coordination of service and support. Therefore, all Controlware subsidiaries share contact and customer information in a worldwide database making it easy to assist customers at a moment's notice.The database is also a reliable way to track and solve trouble tickets in an efficient and timely manner.

Worldwide Service

Whatever the time of day or night - Network Operation Center in Europe, USA, and Australia mean short response times. Controlware customers with 24 hour service contracts can get qualified help whenever they need it. Controlware's NOC are located in our 4 most frequented customer regions worldwide, so that service engineers are readily available at any time. Automatic trouble ticket generation and forwarding with standardised escalation procedures ensure that Controlware customers receive the service they need.

Follow-the-Sun for 24/7 operating

At the end of business hours, customer problems which require immediate and continuous action will be handed over to the next Controlware NOC by simply following the sun. In that manner, Controlware NOC works seamlessly on incoming customer problems and highly competent teams are available to solve problems as quickly as possible.

One Phone number - whatever the time is

Whenever a problem occurs,Controlware customers with 24 hour service contracts may contact the Controlware NOC. Depending on the time of day, the call is directed to one of the 4 worldwide Call desks and its fully manned support team. Controlware customers can get in touch with an experienced service engineer immediately and receive the support of a complete expert crew when required.

Linked NOC

There will be no re-inventing the wheel:
All Controlware Network Operation Center cooperate smoothly and efficiently via a state-of-the-art help desk system with replicated data bases and VPN network between all servers. All problems and the corresponding solutions are immediately archived into a joint data base. In that manner, service engineers in all Controlware NOC have 24/7 access to the complete and most up-to-date solutions database, and customers get the fastest and most cost-efficient support possible.