FAQs on the Operation

What am I supposed to do if a problem arises?

If a problem occurs you may turn to the support hotline of the KINAMU Business Solutions AG. There you will find the central contact persons for any software problem. If the problem may not be solved directly a KINAMU staff member will see to the solution of the problem by interconnecting the necessary resources.

When is the KINAMU helpdesk available and which service levels will be guaranteed?

The office hours of the KINAMU Helpdesk are from Monday to Friday (except on national holidays) from 8:00 - 17:00. The problem will be attended to if not immediately then on the next working day at the latest. If, however, it takes longer then you will be contacted within 24 hours and informed of the exact date when the problem will be solved.

How is the support organized for the end user?

The support hotline of KINAMU will be available to all users but specializes particularly in the support of end users of the systems. Problem solving will be carried out online. For that purpose, a member of the support team connects directly to the employee's PC and goes through the problem with the employee.

Do we have to pay for the KINAMU hotline support?

No. The support service for end users is included in the monthly fee for the KINAMU business appliances; however, there is a fair use clause applied to the service. If the number of registered requests of one person or company exceeds a certain limit then the customer and user will be informed. Subsequently, we jointly try to find out why so many problems and support requests have been reported. If the situation continues then KINAMU reserves the right to charge services which goes beyond the usual scope.

Who will be responsible for the system's availability?

The KINAMU business appliances are being operated by T-Systems. The system will continuously be monitored for warnings or problems. In case of an imminent problem T-Systems actively intervenes to prevent system failures. If, despite all efforts, the system fails then T-Systems guarantees to restore the system within 24 hours on workdays. The maintenance of the hardware is being carried out by our hardware partner HP. They also guarantee a compensatory service on the following workday at the latest.

How secure are my data? Who takes care of the system's security?

T-Systems also ensures data security by monitoring the system. The data will remain within your company as they are being stored to a tape drive on the server. You will only have to make sure to change the tapes and store them in a safe place. In case of system problems you will be able to restore the system's state of the last workday on basis of this data backup.