If you have any questions about XCare services, please contact us by e-mail at service@xantaro.net or use the contact form. We will be happy to advise you!
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We will be happy to answer any questions you may have. Please complete the form or call us on +44 20 3795 2348.
XTAC: Your customer support for network problems
Xantaro offers round-the-clock network support to minimise downtime. Our team is available at the Xantaro Technical Assistance Centre (XTAC) to help with critical faults, technical issues and managing returns.
Minimise downtime and increase productivity with round-the-clock network support from Xantaro Technical Assistance Centre (XTAC).
Our highly skilled network experts are ready to help with critical faults, technical issues and returns management. Get fast response times and solution-orientated support to diagnose problems and provide solutions that reduce the impact of network outages.
XTAC User Guide
Detailed information on fault reporting, the resolution process and RMA handling can be found in our XTAC User Guide.
Contact XTAC support
Urgent issues
For immediate support in the event of a priority 1 or 2 fault, contact our XTAC by phone on the 24×7 hotline.
XTAC DE +49 1805 252821
XTAC UK +44 203 608 1365
Non-critical issues
For non-critical faults or for general issues, contact our XTAC by email to xtac@xantaro.net or via our ticket system.
RMA-Handling & Customer Care
Our XTAC will be happy to help you with general questions about RMA processing and customer care. Please contact us by e-mail at:
Contract and information services
For general questions about your maintenance contract or for more information about support from our XTAC, contact your Account Manager or send an email to:
What is XTAC?
XTAC is the Xantaro Technical Assistance Centre. This is the central interface for all technology-related questions and issues for your Xantaro products and solutions.
Access 24-hour-a-day support from XTAC experts to resolve critical technical faults and find a solution. Our technical assistance support centre allows issues to be logged via a ticketing system and prioritised according to needs.
If your network is down or have a loss of mission-critical services, you can ensure there is no delay by calling experts directly. The XTAC Support Engineer will note all the necessary details for processing the incident during the call and work on the fault clearance until a solution or workaround has been found.
High, medium and low-priority questions and issues are given relative response times and service, and update times. XTAC communicates with the field service, professional services, and vendor logistic services to get you back on track so a successful solution can be implemented and you can enjoy trouble-free operation.
Key features of XTAC
Copyright: Xantaro
How can XTAC help your business?
- Round-the-clock network support: 24/7 assistance 365 days a year for critical issues, ensuring continuous availability of your business-critical services, which minimises potential loss of revenue.
- Increased productivity: fast problem-solving from our expert team which means you minimise lost sales and reduce downtime so operations are as productive as possible.
- User-friendly system: Central interface to address urgent and non-urgent issues. This simplifies communication and coordination for your business with an easy-to-use reporting and ticketing support system.
- Relevant referrals: for priority level 1 and 2 issues that are reported, expect a prompt referral to the relevant team to find a solution. This includes Xantaro Field Service, Xantaro Professional Services Team or Xantaro Vendor Logistics.
- Priorities
- Contact support
- Reporting details
- Response and service times
Take a look through our guidelines to ensure your issue is correctly allocated based on the priority categories listed below.
| Priority | Description | XTAC-responsibility |
|---|---|---|
| CRITICAL | Total network failure or continued instability of critical functions; there is a massive disruption of important services, the damage to the business is critical. | Permanently available dedicated XTAC resources work on fault clearance until a solution or workaround is found. |
| HIGH | Partial network failure or sustained impairment of critical functions; there is a disruption of important services, the damage to the business is high. | Dedicated resources will work on the fault clearance between 8am and 8pm local time Monday to Friday until a solution or workaround is found. |
| MEDIUM | Functions in the network are disrupted without having a serious impact on the production environment; important services are only indirectly affected, the damage to the business is minor. | Available XTAC resources work on the fault clearance between 8am and 8pm local time from Monday to Friday. |
| LOW | Need for clarification regarding a configuration, software or features; currently, no important services are affected, and there is no harm to the business. | Available XTAC resources will work Monday to Friday between 8am and 8pm local time to respond to the request. |
Critical issues
To report a critical fault - priority 1 or 2 - contact our XTAC by phone at:
- +49 1805 252821* (Germany) or
- +44 203 608 1365 (United Kingdom)
During the call, you will receive the Xantaro ticket number as a reference under which the fault will be processed in the XTAC. The XTAC support engineer will record all necessary details for further processing during the call.
IMPORTANT:
Use the telephone contact in the event of a total network failure or in cases where critical functions of your network are impaired and the reported fault must be dealt with immediately.
Non-critical issues and questions
For non-critical faults - priority 3 or 4 - or questions, open a ticket online via the Xantaro ticket system.
Access is available via the Xantaro Support Portal at:
TICKET.XANTARO.NET...
Alternatively, send an email to xtac@xantaro.net - where we will create a ticket for you.
Once the ticket has been opened, an XTAC support engineer will contact you promptly to coordinate the next steps.
IMPORTANT:
Use written contact if functions of your network are impaired but fault clearance does not need to be processed immediately.
To clear your fault quickly and receive the answer to your question promptly, always provide the XTAC with all relevant information when creating a ticket.
If you open a ticket by telephone, submit this information in written form by e-mail or via the Xantaro ticket system.
IMPORTANT:
When reporting a fault by email, be sure to complete your full contact details.
THE FOLLOWING INFORMATION IS REQUIRED:
- Your Xantaro maintenance contract number
- The serial number of the component under maintenance
- The desired priority
- A detailed description of the malfunction including any previous configuration changes
- System information (e.g. "show tech", "request support information" etc.)
- The configuration and relevant log messages at the time of the error
- The current network topology
- Information for remote maintenance - if desired
The table below shows the policy regarding response time, service time and interval of updates to inform you about the status of a ticket. The values are based on the current priority of a ticket.
| Priority | Response time | Service time | Update interval |
|---|---|---|---|
| CRITICAL | within 15 minutes | 24/7 | Every four hours |
| HIGH | within one hour | 24/7 | Every working day |
| MEDIUM | within 8 hours | Monday to Friday, 8:00 a.m. to 8:00 p.m. (local time) | Every three working days |
| LOW | within 24 hours | Monday to Friday, 8:00 a.m. to 8:00 p.m. (local time) | Once a week |
Note: To ensure response times for priority category 1 or 2 faults, contact our XTAC by telephone on +49 1805 252821 (Germany) or +44 203 608 1365 (UK).
Priorities
Take a look through our guidelines to ensure your issue is correctly allocated based on the priority categories listed below.
| Priority | Description | XTAC-responsibility |
|---|---|---|
| CRITICAL | Total network failure or continued instability of critical functions; there is a massive disruption of important services, the damage to the business is critical. | Permanently available dedicated XTAC resources work on fault clearance until a solution or workaround is found. |
| HIGH | Partial network failure or sustained impairment of critical functions; there is a disruption of important services, the damage to the business is high. | Dedicated resources will work on the fault clearance between 8am and 8pm local time Monday to Friday until a solution or workaround is found. |
| MEDIUM | Functions in the network are disrupted without having a serious impact on the production environment; important services are only indirectly affected, the damage to the business is minor. | Available XTAC resources work on the fault clearance between 8am and 8pm local time from Monday to Friday. |
| LOW | Need for clarification regarding a configuration, software or features; currently, no important services are affected, and there is no harm to the business. | Available XTAC resources will work Monday to Friday between 8am and 8pm local time to respond to the request. |
Contact support
Critical issues
To report a critical fault - priority 1 or 2 - contact our XTAC by phone at:
- +49 1805 252821* (Germany) or
- +44 203 608 1365 (United Kingdom)
During the call, you will receive the Xantaro ticket number as a reference under which the fault will be processed in the XTAC. The XTAC support engineer will record all necessary details for further processing during the call.
IMPORTANT:
Use the telephone contact in the event of a total network failure or in cases where critical functions of your network are impaired and the reported fault must be dealt with immediately.
Non-critical issues and questions
For non-critical faults - priority 3 or 4 - or questions, open a ticket online via the Xantaro ticket system.
Access is available via the Xantaro Support Portal at:
TICKET.XANTARO.NET...
Alternatively, send an email to xtac@xantaro.net - where we will create a ticket for you.
Once the ticket has been opened, an XTAC support engineer will contact you promptly to coordinate the next steps.
IMPORTANT:
Use written contact if functions of your network are impaired but fault clearance does not need to be processed immediately.
Reporting details
To clear your fault quickly and receive the answer to your question promptly, always provide the XTAC with all relevant information when creating a ticket.
If you open a ticket by telephone, submit this information in written form by e-mail or via the Xantaro ticket system.
IMPORTANT:
When reporting a fault by email, be sure to complete your full contact details.
THE FOLLOWING INFORMATION IS REQUIRED:
- Your Xantaro maintenance contract number
- The serial number of the component under maintenance
- The desired priority
- A detailed description of the malfunction including any previous configuration changes
- System information (e.g. "show tech", "request support information" etc.)
- The configuration and relevant log messages at the time of the error
- The current network topology
- Information for remote maintenance - if desired
Response and service times
The table below shows the policy regarding response time, service time and interval of updates to inform you about the status of a ticket. The values are based on the current priority of a ticket.
| Priority | Response time | Service time | Update interval |
|---|---|---|---|
| CRITICAL | within 15 minutes | 24/7 | Every four hours |
| HIGH | within one hour | 24/7 | Every working day |
| MEDIUM | within 8 hours | Monday to Friday, 8:00 a.m. to 8:00 p.m. (local time) | Every three working days |
| LOW | within 24 hours | Monday to Friday, 8:00 a.m. to 8:00 p.m. (local time) | Once a week |
Note: To ensure response times for priority category 1 or 2 faults, contact our XTAC by telephone on +49 1805 252821 (Germany) or +44 203 608 1365 (UK).
Why choose Xantaro?
Expertise
Unrivalled expertise in fault resolution of complex multi-vendor environments. The central interface means urgent and non-urgent issues are resolved quickly. Our trained service engineers have a long-standing knowledge of Xantaro products and solutions and can assist without delay.
Efficient problem resolution
The central interface means urgent and non-urgent issues are resolved quickly using the efficient priority ranking system. Our reporting and ticketing system processes your issue, giving you easy access to assistance and quick issue resolution. Having continuous network support 24/7, 365 days a year also guarantees uninterrupted availability of your business-critical services.
Minimise risk
Reduce security and business risks with swift problem-solving. This helps minimise lost sales and revenue loss, ensuring your business functions at its peak efficiency. Reduce downtime and optimise operations for increased productivity as issues are resolved rapidly.
Not yet a maintenance customer?
Our XCare service specialises in maintenance and support for multi-vendor networks. With XCare we offer standardised and individual services - from simple repair service to advanced replacement of components, storage of spare parts and on-site service. You can find more information here.
Talk to our experts!
