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Sellox Service Desk

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Sellox levert gespecialiseerde diensten voor toegangsbeheer van advies en ontwerp tot installatie en langdurig onderhoud, voor organisaties die beveiliging als fundament zien.

For questions, malfunctions, and service requests regarding our solutions.

You submit a question, service request, or report via the Sellox Service Desk (SSD). This can concern an existing installation, an expansion, a configuration question, or a new request.

Every report is centrally registered and followed up according to a fixed procedure. After registration, we assess the nature, impact, and urgency. Based on this, we determine the follow-up and – if necessary – escalate.

You track the status and communication in the customer portal. All actions and decisions are recorded.

Many questions and issues can be resolved remotely. Where possible, we safely monitor the situation or perform actions while you see what is happening. This limits turnaround time and avoids unnecessary call-out charges.

On-call service
Standard follow-up takes place during office hours. Depending on contractual agreements, this can be extended to an on-call service, including 24/7 support for critical disruptions.

600+
tickets

Resolved

1
o'clock

Average response time

24h
7 days

On-call service

Sellox Helpdesk is particularly relevant when you:

Report an incident or malfunction

Report a disruption in the operation of your system. We register the report, assess the impact and urgency, and start the follow-up as agreed.

Submit service request or change

Submit a request for modifications, extensions, or configuration changes. The request will be reviewed and followed up through the appropriate channels.

Submit a question or new application

Ask a substantive question about usage or features, or submit a new request. You will receive feedback via the portal.

Status and progress to follow

Follow the current status of your report and see which actions have been taken or are planned.

Find history and previous reports

Notifications, communication, and solutions remain available so that you can easily search for them.

Needs a clear route for return or repair (RMA)

Start a RMA-procedure for defective or incorrectly delivered products. We guide the process through to settlement.

This is how the Sellox Service Desk works

Questions can reach us through various channels: the SSD customer portal, email, or telephone. Malfunctions and incidents are always registered in the Sellox Service Desk (SSD) to ensure follow-up and documentation.

For a question or service request
Questions and requests can be submitted directly or via the SSD. This ensures that communication and agreements remain recorded and retrievable.

In the event of a malfunction or incident
The report is always recorded or submitted in the SSD. Response times start from the moment of registration. We assess the impact and urgency and initiate follow-up as agreed. Where necessary, we escalate, and an incident manager can take charge. You can track the status and communication in the portal.

Direct naar de Sellox Service Desk
01

Register report

You submit your question, service request, or fault via the service portal or by email. The report is registered in the Sellox Service Desk (SSD). Response times start from the moment of registration in the SSD.

02

Classification and assignment

We assess the nature, impact, and urgency, and align the follow-up with the agreements made. Subsequently, the report is assigned to the appropriate specialist. In cases of greater impact, we scale up, and an incident manager can take charge.

03

Analysis and recovery

We are investigating the cause and restoring service. Where possible, this is done via remote support so that you can watch along while we perform actions. If necessary, we engage external parties, in accordance with the agreed procedure.

04

Status, communication and recording

You track the status and progress in the portal. Actions, decisions, and the solution are recorded in the ticket so that everything can be found later.

05

Conclude and evaluate where necessary

We will close the report upon resolution. For reports with higher impact or security aspects, an evaluation may follow, including an analysis of causes and corrective actions to prevent recurrence.

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