TAILORED ASSISTANCE FOR EVERY NEED
Comprehensive Support for Seamless Operations
Transitioning to autonomous intralogistics systems can bring unique challenges, especially for organizations new to such technologies. That’s why NAiSE provides flexible customer support packages – ensuring businesses receive the right level of assistance to maintain smooth and efficient operations.
NAiSE offers clear support tiers so every business can choose the coverage that best fits their needs:
Ticket Interface (Support Tiers, German Time – CET):
- Basic Support – Monday–Friday, 9:00–17:00*
- Expanded Support – Monday–Friday, 9:00–22:00*
- 24/5 Support – Monday–Friday, 0:00–24:00*
- 24/7 Support – Continuous coverage, no time limitation
*Excludes German public holidays in Baden-Württemberg.
Ticket Packages (Annual Minimums & Response Times):
- Low Priority Ticket – Response within <24h, minimum 24 tickets/year
- High Priority Ticket – Response within <2h, minimum 24 tickets/year
All tickets are processed through an automated system for traceability and efficient resolution. Annual ticket allocations are reviewed and adjusted based on actual usage.
Support Levels:
Level 2 Support – IT, server, and cloud infrastructure support; accessible to trained Key Users.
Level 3 Support – Code-level support, remote access required; accessible to Key Users with IT Administrator training only. tomers to resolve routine issues independently, while our specialists are always available for advanced technical support.
License Terms
Licenses are valid for 12 months and automatically renew unless terminated at least 3 months before expiration. Upgrades to higher support tiers can be done anytime, prorated for the remaining license period. Downgrades are possible only at the end of the license period.
All remote support is delivered from Germany, ensuring consistent quality and security. Secure access (e.g., SSH) allows experts to assist across multiple countries.
NAiSE customer support is designed to ensure operational continuity, reduce downtime, and build long-term trust. With flexible packages, fast response times, and expert guidance, we make sure your intralogistics systems run smoothly – so you can focus on growth.