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Service desk Quick and efficient problem solving for your individual requirements

Help desk

Our support is characterized by a structured and efficient approach. We resolve all customer enquiries and technical problems quickly and efficiently. From information on products and services to technical expertise and individualized development – we offer you the right solution.

Our support services for you

To ensure we can always offer you the best possible solution, we have divided our support system into three levels. These classify the depth and complexity of a problem. This means that we can assign each enquiry to the right team of experts in a targeted manner and guarantee you a quick and efficient solution. 

Support (1st Level Support)

1st Level Support is generally the first point of contact for customer enquiries. These mainly involve clarifying general questions, obtaining information about our products and services, and support with simple technical problems. The 1st Level Support team is ideally positioned to provide you with solutions quickly and efficiently or to forward enquiries to the higher support levels if necessary.

 

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Supervision and support (2nd Level Support)

As soon as an enquiry requires more specific technical expertise or a more detailed investigation, it is forwarded to 2nd Level Support. This is where technicians and specialists who deal with more complex problems work. They use their knowledge and experience to develop solutions to specific challenges that go beyond general support.

 

 

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Developer support (3rd Level Support)

3rd Level Support is the highest level in our support system and is used when an issue requires even more in-depth technical analysis.  Our experts work closely with the development team and product development to solve complex problems efficiently. This is how we ensure that findings are incorporated directly into improvements to our products and services – and that we consistently offer you a high-quality service.

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Ticket system Transparent, flexible, efficient – from communication to solutions

Our Jira Service Management ticket system enables efficient support through transparent processing of enquiries. It ensures structured and prioritized problem solving so that our customers always have an overview.

  • Report your concerns to us anytime and anywhere
  • Maintain an overview of your reported enquiries at all times
  • Communicate with us via the ticket system and send us the necessary documents at any time
Go to the ticket system

Remote maintenance with TeamViewer Quick, easy, secure – qualified support directly on your device

We use TeamViewer to access your system directly and provide you with optimal support. This allows us to resolve your questions and support issues efficiently and together. All versions of TeamViewer use full encryption based on 4096-bit RSA key exchange and 256-bit AES encryption. This guarantees you maximum security.

Download TeamViewer
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Taxes and receivables, Tax

With our three individually bookable service packages, you can remain focused on your core business, even in hectic phases. Our specialists take on specific tasks in a targeted manner, easing your administrative workload – especially with the turn of the year and tax statements.

Tax package 1

  • icon Opening of parameters for the new year and adjustment in accordance with customer details
  • icon Opening of tax accounts
  • icon Opening of accounts receivable
  • icon Opening of family records in the new year
    • Order now

Tax package 2

  • icon Preparation of the tax statement and checking of the data
  • icon Adjustment of any differences between the tax statement and accounts receivable
  • icon Adjustment of any differences between accounts receivable and financial accounting
  • icon Opening of family records in the new year
    • Order now

Tax package 3

  • icon Copying factors from year to year
  • icon Assessment of the factors
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Annual financial statements, Finance

Annual financial statements package

  • icon Support via TeamViewer
  • icon Support for provisional/final annual financial statements incl. opening of the following year
  • icon Support with carrying the final balance forward to the following year (initial balance)
  • icon Support with creating reports
  • icon Support with the opening of new budget phases
  • icon Costs based on time at CHF 195.00 excl. VAT/h per monthly invoice
    • Arrange an appointment now

Preconditions for scheduling an appointment

Before scheduling an appointment, please note the checklist with the preconditions to be met. Please allow at least one week between the support appointment and your submission date.

Frequently asked questions

How can we contact you?

Opening hours, telephone support, access to the ticket management system. All the information is gathered on the dedicated Contact Service Desk page (in German).

What advantages does the ticket system offer me?
A ticket system is a central tool for a modern support organization. It enables customers to register their enquiries conveniently at any time – regardless of support opening hours.
It also helps the support team to manage open enquiries in a structured manner, to prioritize them and to track them transparently. This means that everyone involved can maintain an overview of the current processing status at all times.
The ticket system also serves as a central communication platform: additional information, new findings, screenshots or files can be assigned directly to the relevant ticket and documented in a traceable manner. This creates clarity, efficiency and consistent documentation of all support cases.
What services are included in support?
Support services are invoiced transparently on a time basis and in 15-minute units. Each service provided is recorded in detail in the support report – including date, time, description of the task and the person responsible. This means you always have an overview of the scope and costs of support.
How is support invoiced?
Support is invoiced monthly. This includes all items for which support services were provided in the past month. It does not matter whether a support ticket has already been resolved or is still open. 

There are often different solutions for individual enquiries. Not only is the time spent developing the correct solution in the current case invoiced, but also the time spent ruling out all other possible solutions. 

Please contact us if you have any questions or if you require clarification of individual items. The relevant contact details are printed on the support invoices. You are also welcome to open a ticket so that we can process your question about support invoices.

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  • Andreas_Boeckli

    Andreas Böckli

    Chief Commercial Officer Eastern Switzerland
    Phone: 041 289 22 22
    Email adress: verkauf@dialog.ch
  • Locations

    Locations

    Wankdorfallee 4 - 3030 Bern
    Seebadstrasse 32 - 6283 Baldegg
    Rue du Technopôle 1 - 3960 Sierre
    Rue du Caudray 4 - 1020 Renens

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