Customer service

We offer highly competent and helpful customer service and tech support for our clients. Customer contact details can be viewed here.

Service channels

Customers can approach us through two different service channels:

(1) Tech support by phone: +358(0)2 233 6160

(2) Tech support and customer service by email: tuki@andersinno.fi.

Service Modes

The default customer service mode is Standard, which means a service delived on weekdays from 8.15 AM to 16.15 PM. The customer service's service level is 97%.

Classification of problem situations and response times

Problems encountered while using the system or application or divided into three (3) categories based on the fact how critical the repair is for the customer's business operations. Different problem categories have different response times. Classification of each problem or disturbance is made in co-operation with Anders Inno and the customer.

Problem situations are categorized as follows:

Category Criteria
Critical
  • Disruption causes severe resource or cost related losses
  • Usage break or other error which causes so much slowness or instability that normal systems operations cannot be performed, and which prevents all or majority of users or critical users from using the system safely.
  • Malfunctions related to system security are always considered critical.
Substantial
  • Disruption hinders the usability of the software or server, the service is slower and more unstable than usually. The problem seriously disturbs the work of several people using the system.
  • Erros cause considerable harm for individuals using the system.
Moderate
  • Disruptions are occasional. They don't cause substantial harm to users, affect only certain users, and do not jeopardize the customer's business transactions.

Anders Inno follows predefined response times for the mentioned problem categories. Response time is used here to denote the longest allowed time between the customer's notification and the time when Anders Inno starts repairing the problem. Solution time means the time between customer's notification and Anders Inno's message send to the customer reporting that the problem is solved.

Classification Response time
 Solution time
Critical 1 weekday 2 weekdays
Substantial 2 weekdays
 5 weekdays
Moderate 2 weekdays
 20 weekdays

Client's words

The service of Anders Inno was delightfully customer-centric and cost-effective. After the service was launched the people at Anders, including the sales manager, made sure I could easily use the system on my own. Altogether wonderful customer service! We will definately utilize Anders Inno's expertise also in the future.

Anna-Erika Pesonen
Law office Mikael Markkula Oy