Tickets are created by the Trouble Ticket Management Sytem and can be allocated to either customer accounts, contacts or products, thus shortening reaction times of the support department.

A knowledgebase, the so called FAQs (frequently asked questions) additionally reduces support workforce, consequently there's more time for special inquiries of interested parties and customers.

Customers have password protected access to the so called "Customer Self Service Portal."  Over threaded discussions customers can expand the knowledgebase with own comments and discuss their own experiences. A Trouble Ticket is opened only if the knowledgebase does not include any satisfactory answer.

On request, the status of the Trouble Ticket can be followed up and viewed at any time online.