abl Customer Support – Customer service at the highest level

Competent advice, effective problem solving – we optimize your IT environment

As a company and institution, you are facing ever greater challenges in terms of IT, which also have economic consequences: While the requirements for your system are becoming increasingly complex and the dependence between IT infrastructure and services is increasing, your internal IT must maintain your systems at all times. Here the abl is at your side and relieves you 100% on request.


Our goal is to support you in the following areas:

  • Different service models - from reactive to pro-active
  • Customizable SLAs
  • Onsite or remote service
  • Manufacturer Support
  • HW replacement and SW upgrades
  • NOC (Network Operations Center)
  • Effective problem solving
  • Competent advice

abl Customer Support: Services

Our business is technology, but the focus is always on people. That is why abl also places high demands on service orientation, performance and responsiveness from a personal point of view. We offer our customers worldwide standardized and tailor-made services.


Select Feature:

abl has the following, standardized services in its portfolio:

  • Hotline Support
  • Hardware Replacement Service
  • Remote Management and Analysis
  • Remote Troubleshooting
  • 8/5 up to 24/7 support
  • Standardized Managed Services (e.B. Managed WLAN)
  • Standardized Managed Software as a Service (e.B. [Link]  OCMP  [Link target: www.abl-solutions.com/produkte/omni-channel-management-platform; Link title: Learn more about the OCMP])
  • Standard Reporting

Flexibility is the decisive advantage of the abl service portfolio. We can easily adapt the standardized services to the needs of our customers at any time. Either we extend the standard services with additional packages, or we create a completely individual service offer.

  • Assumption of fault processing with the manufacturer (in the case of manufacturer contracts concluded directly by the customer)
  • Provider Management
  • Individual Service Level Agreements
  • Individual Managed Services Packages
  • Onsite Support
  • Expert-on-Call
  • Customized Move-Add-Change-Delete Support (MACD)
  • Individual reporting
  • Regular service reviews by Customer Service Managers
  • LifeCycle consideration of the infrastructure

Through the proactive monitoring of abl, your entire IT infrastructure is permanently monitored. If a fault occurs, it must be detected and rectified quickly. We analyze your data in real time. As a result, we detect system malfunctions particularly quickly – so that your IT runs smoothly.

  • Constant monitoring of your IT infrastructure
  • Fault analysis through real-time data
  • Automated fault reporting when problems are detected
  • ITSM processes according to ITIL for sustainable troubleshooting
  • Low downtime
  • Fast fault messages
  • High performance

Our Network Operations Center (NOC) supports our customers in operating networks and other systems. The NOC is the key element of our service offering. Here you did not expect call center agents, but trained and manufacturer-certified experts who operate, monitor and maintain devices from more than 600 customers worldwide – all year round, around the clock. Just the right service for productive end users.

This is how abl Customer Support acts in the event of a malfunction

We are guided by international standards such as ITIL. In this way, we guarantee you the highest quality of service. For the active manufacturer-independent monitoring of the systems, we use various, proven network monitoring tools. The comprehensive monitoring includes classic network devices such as servers, routers, switches and firewalls, but also virtual environments, applications, storage systems and databases.


Select Feature:

If we receive your fault report, a ticket is automatically created in the system and nothing stands in the way of further processing. You can report faults to abl in different ways:

  • By phone (within the defined SLAs)
  • By e-mail, around the clock

Customer inquiries are classified into subject areas and priority levels.

In this way, we ensure that your request is dealt with with the appropriate urgency and by the right specialists. The procedure saves valuable time, you get a solution faster.

  • Use of specialists who have the appropriate competence
  • Prioritization of requests
  • Efficient problem solving

We use a leading ticketing system in which we manage all relevant data and information and make it available at a glance. The system provides these essential functions:

  • Statistics and support histories
  • Device Master Data
  • Complete device histories
  • Detailed device documentation
  • Mapping of service processes
  • Automate ticket workflows
  • Approval processes 
  • Escalation Management
  • Customer Dashboard

We provide you with the events at regular intervals as an overview. In recurring service reviews, we discuss all reports together. Important reports include:

  • Ticket Reports
    • Overview of tickets
    • Type of disturbances
    • Recurring interference (same errors, same devices or device types)
    • Complexity of requests

Are you curious? Contact us!

We answer all your questions about our products, solutions, and services.


Make an appointment now

Advantages of abl customer service

High availability is based on professional support. With this claim you are exactly right with us! We attach great importance to fast and professional problem detection and fast problem solving.


Contact us now!


Fast professional recording of the requirement, its classification and processing – within the completed SLA.


Speed alone is no guarantee of availability. Clear coordination with the customers and a complete documentation of the process including all relevant information are also elementary.


We don't have anything to hide: we grant our customers 100% transparency. As a result, they do not fall into the dark in critical situations but can view all activities at any time – in real time.

Trained personnel

Our capital is the knowledge of our employees. Our specialists are permanently trained and certified. Regular updates on manufacturer products and technologies are a matter of course for us.


Are you looking for an intelligent WiFi solution?

Discover WiFi as a Service and let yourself be inspired by our innovative ideas for your network!

Discover more!

Discover the Omni-Channel-Management-Platform!

You want to use your network as a marketing platform? Then ocMP is just right for you and your company.

Discover more!