Our experience for your success

The general objective of Futura's Service Organisation is to contribute to our customers' success by providing professional support during the whole partnership. Our personal contacts, the Futura Consultants, play a central part in the handling of customer projects.

The Futura team is a network of specialists from various areas of the Futura environment formed to provide effective support for users in a wide field of topics. Futura customers do not only buy a product but choose a partner who actively consults them during the introduction of a tailor-made overall solution and continues to stand by their side after the system has gone live.

Due to the continuous increase in Futura installations and the growing use of solutions from the integrated solution package by our customers, the number and the variety of queries from their staff also increases. The task of our Futura Customer Service is to look after our customers and provide fast, active and high-quality support during the entire system lifecycle from the time the project starts until the migration to a future Futura solution. As we are committed to this objective, we will consistently enhance and upgrade our Service and Support.

30 years of experience with retail projects and customers has taught us that there are various development phases during the life cycle of a system which place different demands on service levels. Futura therefore offers a comprehensive and flexible range of support services together with our sales partners.

Premium Support
The Premium Support agreement includes Standard Support.
Guaranteed Service-Level Support.
Free help Desk Support during normal Service hours and for additional agreed periods (e.g. work on the system)
An allocated Support agent (Consultant).

Standard Support
Update and Maintenance agreement
Problems are reported through JIRA (Futura Online Service = FOS).
Free access to Futura Online Service.
Problems that can be solved within a period of up to 15 minutes are covered by the maintenance fees.
Help Desk Support (for 2 hours a month).

Basic Support
An Update and Maintenance Agreement has not been concluded.
Futura will grant the typical 12 months product warranty.
Problems must be reported in writing through JIRA.
Problems that go beyond software problems and can only be solved after intensive consulting will be charged to the customer.
No access to Futura Online Service and Help Desk.

Helpdesk – direct, immediate help

A helpdesk service, which provides practical operational help for our users, is made available either by us or our partners. If necessary, our Help Desk can log on to your system to provide remote help. The Helpdesk team is available during the normal opening hours in the retail trade. Special agreements for full service (7 days/24 hours) are possible.

Please contact your partner if you need any additional information.