Maintenance support

Together with our products, we also offer efficient maintenance and technical services of which support is in case of the long-term cooperation extremely important. We employ a sufficient number of technicians, well trained to solve various problems. For all customers, regardless of their level of the maintenance contract is guaranteed support during business hours, so called Helpdesk, and maintenance services on site at an agreed time.

Services are provided also using the remote management and therefore we will save you the time and money.

To order the service, which could be done over by e-mail, telephone or in writing form by physical mail, you can use the following contacts:

After sending a message to servis@septim.cz you will receive from us in a short time the confirmation of receipt of your message. If this confirmation was not received, your message was probably recognized as SPAM and anti-spam software has deleted it. In that case, try it again and send us a new e-mail or contact us by telephone.

For detailed description of our phone support, please go here.

In case of any complaints or any suggestions how to improve any of our services, you can contact the Customer protection line. It is routed directly to the owner of the company. Please use the advantage of this telephone contact only in urgent matters: +420 602 233 122. For other serious matters, do not hesitate to use the email contact. These contacts are not allocated for service ordering calls.

You can choose from more than one type of the maintenance contract, according to your needs:

Regardless of the type of the selected maintenance contract, there is always the same rule applied - about any provided maintenance action, the technician evaluates a Service Protocol. It contains important information such as the names of both parties, date and place of the action, start and end time, a description of the reported defect, failure identification, description and proposed solution, list the materials used, length of the work and travel expenses. Each participant confirms the validity with his signature and the customer has rights to write there his opinion - whether positive or negative. Part of the service protocol is a basic price list.

It is addressed to all customers using the Septim system, which wants to have an access to the newest updates and if they are interested in the guarantee of the 24/7 support. During the first year it is included in the price of the Septim system. In following years is necessary to pay the maintenance fee, which is based on the price of the system, calculated monthly. Exactly, it is 1% of the software price.

In case, when annual contracts are not following each other continuously, and therefore the customer is not entitled to have free update for some period of time, it is necessary to pay a special fee 5 000 CZK (without VAT) for the requested period to get the update of Septim. This type of service agreement is required for the license transfer.

Contract contains:

• Septim software updates, legal changes includes (VAT, etc.),
• Priority problem solving with the helpdesk,
• Maintenance support outside of office hours,
• Non-stop hotline after entering the maintenance code,
• Guarantee, that the request for the maintenance support is solved within office hours without undue delay, outside office hours you will be connected directly to the technician
• Guarantee of the action taken over the remote maintenance within office hours – it means using tools for the remote support, when we can effectively solve these issues without needed travelling,
• Availability of the remote actions free of charge up to 4 times per year (max. 4 x 60 minute),
• Guarantee, that the maintenance is upon order provided next working day at latest,
• Discounted price of service works,
• Maintenance and security codes for free,
• Reaction time in case of A1 type failures within the day of the failure report,
• Reaction time in case of B1 type failures within the next day after the failure report,
• Last, but not least we would like to offer you a 10% discount in case of next enhancement of the system or for new software license.

1 - Indicates a serious defect with the highest priority that could have a critical impact on the functionality of the operated system, it means that you cannot use the system or its major part and it cannot be solved with the alternative solution (e. g. completely non-functional server system, the only cash register on the premise, etc..) Notification must be made during working hours.

2 - Indicates a serious defect, blocking important parts of the system. But there is an alternative solution to limit the impact of the failure. These causes are reparable failures, which may cause the problem while using the system, the functionality of the system is limited, but not blocked. There is a short time organizational solution (e. g. printer or touch screen, reader dysfunction, etc…)

Is addressed to all of Septim customers. They have their own maintenance, but they are still interested in updates. Maintenance fee of the update contract it calculated from the price of the septim and it is based on monthly periods; in this case it is 0,7% of the software price. In case, when annual contracts are not following each other continuously, and therefore the customer is not entitled to have free update for some period of time, it is necessary to pay a special fee 5 000 CZK (without VAT) for the requested period to get the update of Septim.

Contract contains: Septim updates for free, legal issues incl. (VAT, etc.).

Is addressed to owners of premises using the Septim software, where the above fast maintenance actions are necessary, as well as regular updates and revisions.

Contract contains:

• Septim updates for free, legal issues incl. (VAT, etc.).
• Non-stop hotline accessibility when using the dedicated maintenance code,
• Maintenance works re provided within this contract for FREE,
• Guarantee of the beginning of the problem solving within 4 hour in Prague and 12 hours within Czech Republic,
• There is no additional fee charged for an express action,
• There is no additional fee charged for the action outside office hours,
• Regular check of the IS and supplied hardware for free.

The maintenance fee depends on the number of cash registers and of other devices on premise (kiosks, servers, etc…)

Is addressed to all customers using the hotel PMS system protel. Guarantees the access to new updates and other maintenance services. To get one, it is necessary to pay the maintenance fee, which is based on the initial cost of the protel software per month, it is exactly 2% of the software price.

Contract contains:

• Protel software updates,
• Priority problem solving with the helpdesk,
• Maintenance support outside office hours,
• Non-stop hotline accessibility when using the dedicated maintenance code,
• Guarantee, that the request is processed within office hours without undue delay,
• Guarantee of the action using the remote connection within office hours – it means using tools for the remote support, when we can effectively solve these issues without needed travelling,
• Availability of the remote actions free of charge up to 4 times per year (max. 4 x 60 minute),
• Guarantee, that the maintenance is upon order provided next working day at latest,
• Discounted price of the maintenance service.

Outside these contracts we can offer an individual maintenance agreement.

When the maintenance action does not require the physical presence of the technician, we can provide it remotely online, it means with a direct connection into your customers database.

For the remote action is stable and fast internet connection necessary as well as TeamViewer application. We have chosen this application as a professional solution, it is optimized for immediately use. It is currently available for Microsoft OS (Windows XP, Vista, 7, 8) and Linux. What is important? Only you will decide, who and hen will be connected to your computer.

It is really simple. If the TeamViewer is installed already, just start the app “TeamViewer Quick Support” (TeamViewerQS.exe). If the application is not present on your PC, you can download it from here. Run the application and you will see following window:

To let the technician to connect, provide him the info: “Vaše ID” (your ID) and “Heslo” (password). That's all, what is needed.

When application stops, the technician is disconnected immediately.