Fastest response times and maximum business flexibility
At MICROS-Fidelio, we understand the demands and pressures of the hospitality industry and we know that your success depends on how effectively you can put our products to work. Sharing information, being responsive as well as accessible, and working through problems and solutions together are a part of our commitment to providing you with an effective, comprehensive support program.
MICROS-Fidelio provides support coverage via the MICROS-Fidelio Support Centre based in Galway, Ireland, as well as through the MICROS-Fidelio WebSupport/Case Management interface, 'Clarify', which allows you to conveniently make a request for support (create a case), track the progress of an existing case and add feedback as it is being researched, and reference previous cases.
The MICROS-Fidelio Support Centre is made up of industry and product specialists. Each Support Analyst understands the hospitality business and has either come directly from within, or has received extensive training specific to the hospitality industry. This ensures that not only will you be speaking with someone who understands the product you are using when calling the Support Center, but also someone who understands the details of your business - someone who understands the impact some problems can have and the urgency in getting those problems resolved.
Our 700+ support employees in 52 local subsidiaries
and authorised distribution partners within the EAME region promptly provide answers and solutions in the local language. We have a three-tier support infrastructure consisting of local level 1 support teams backed up by highly specialised level 2 experts who operate from our regional support centres in Ireland and Germany. Level 2 also acts as a direct liaison between the local support operations and the developers and programmers on level 3.
MICROS-Fidelio provides reliable and competitive operating system and network-related support and onsite service based on your maintenance contract. To meet varied needs, we offer different contract models ranging from baseline support available during normal business hours, to premium 24/7 support.
Support areas include Applications, Platform & Network and Interfaces. Moreover, we place great emphasis on transparency. Therefore our service levels are measured by industry standard key performance indicators (KPIs) and tailor-made customer satisfaction surveys. A detailed reporting package is always available, including performance and frequency metrics, support incident details and summaries. Our customers have online access to our case management system and can open cases, monitor their status or close them at any time.