Support Services

All the assistance you need to optimise the performance of your Amadeus Solutions and to manage your business processes more effectively.

Our ‘Follow the Sun’ concept may allow you to benefit from 24 hours a day / 7 days a week ‘round-the-clock’ support. Staff at our regional Support Centres, based in Miami, Nice, Bangkok, Sydney, and London; or at your local Amadeus Commercial Organisation are always available to respond to any technical or functional questions that you may have when using Amadeus Solutions. You can be sure that your requirements will always be met!

In addition, Amadeus has established formal escalation procedures to facilitate complex problem resolution. Problem escalation is coordinated by enlisting the skills of key problem-solving specialists throughout Amadeus and with business partners.

Benefits:

·         Ensures business continuity

·         Offers revenue protection

For highly customised solutions: Technical Help

Technical Help services provide large and multinational travel distributors direct access to Amadeus’ third-level technical support engineers to solve complex IT challenges that customers encounter when integrating the Amadeus point-of-sale applications in their environment. With this service, you simply report through the Amadeus web-based problem reporting channels any technical issues that you have experienced with the point-of-sale solution. Amadeus technical support engineers will either provide remote assistance or on-site help if necessary.

Benefits:

·         Peace of mind knowing that an expert help is never far away

·         Ensures maximum availability of the point-of-sale application

For highly customised solutions: Functional Help

Customers of Amadeus solutions benefit from professional functional help desk services. Amadeus functional experts can be reached in Amadeus’ global support centres to get answers and problem resolution for any specific functional and product issues. These expert teams are connected to Amadeus’ problem reporting, contact and knowledge management tools to ensure the highest possible quality. If the help desk cannot resolve an issue, the Amadeus support consultants have direct access to the functional and development experts in each product area to ensure the fastest possible problem resolution.

Benefits:

·         Ensures maximum functional usage of the Amadeus applications

·         Ensures problem resolution within agreed service level targets

> Amadeus Migration Support Services

At each phase of migration, we will be supporting you to ensure a smooth, timely, secure migration, and an effective data transfer.

If you need continued support after migration, we shall be happy to send one of our specialists to provide expert on-site support services ‘at your desk’ and to help you with business process enhancements.

Benefits:

·         Helps you rapidly move forward with planning and implementation

·         Ensures integrity of data transferred

> Security and Configuration Services

Amadeus Security and Configuration Services enable you to work in a secure, reliable environment, and ensure that your data is accurate, private, and protected.

In addition, our Service Management Centre agents will handle the complexities of configuration to reduce your operational costs. Configuration and Management services cover Office ID management, Terminal and Printer management, and Global Updates of Office Profiles.

Benefits:

·         Enables you to work in a reliable and accurate working environment

·         Protects your data privacy

> Data Management Services

Our Service Management Centres will maintain the accuracy of a specific set of your Ticketing, Customer, and Market-specific data in the Amadeus System:

   - Table maintenance

   - Customer data management

They will also perform host data retrieval on request.

Benefits:

·         Ensures Business continuity

·         Enables you to work in a reliable and accurate working environment

> Customer Care Services

Our goal is to achieve the highest possible level of customer satisfaction. To do this, we adopt a systematic, customer-focused approach to solving your claims issues, handling your complaints, and sending you notifications to cover potential outages which could have a negative impact on your business.

Benefits:

·         Prevents potential business impact

·         Acts as a claim arbitrator

> Amadeus Custom Maintenance

Customised solutions require maintenance services that are tailored to your specific needs. Amadeus offers a range of maintenance options for all customised solutions including options for problem resolution services, and support for upgrades and continuous improvements. Amadeus Custom Maintenance services allow you to benefit from direct access to our expert consultants and to keep on track with the evolution of Amadeus products and toolkits.

Benefits:

• Provides access to the experts who customised and integrated your solution
• Frees up in-house IT resources for core strategic tasks

> Early Product Release Services

Immediate product release services give Amadeus customers the competitive edge over their competitors. Amadeus functional consultants provide functional and technical release notes and training services for the latest release of our point-of-sale products directly to customers subscribing to this service, putting them on the same level as an Amadeus Commercial Organisation.  

Benefits:

·         Fastest possible availability of the latest product features, industry standards and productivity options

·         Direct access to Amadeus’ product specialists

> Remote Deployment Services & Support

You need to deploy the Amadeus point-of-sale software to your agents in a distributed environment as cost-efficiently and quickly as possible. Amadeus offers the tools and processes to ensure maximum proficiency. You can either gain access to Amadeus’ web-based configuration tools or subscribe to Amadeus’ deployment services to fulfil their deployment goals.

Benefits:

·         Maximum control of users’ desktops in terms of content and time to market

·         Perfect alignment with in-house products and IT strategy environment

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