Your customers reach someone, even at night and on public holidays.
We run your service around the clock, 365 days a year, or extend your opening hours into the evening and the weekend. At night, the same sign-offs, quality rules and data protection requirements apply as during the day.
This is how we organise your round-the-clock service.
Define the time model
Together we clarify which hours we cover and which enquiries are resolved at night. Everything else is logged as a callback or case for the next working day.
Shifts with dedicated teams
At night and at weekends, too, the work is done by advisers from your project team who are signed off for your project.
Clean handover to your day team
Open cases, callback requests and anything unusual from the night are documented when your team starts in the morning.
Outside core hours, different requirements apply.
Escalation paths for the night
For urgent cases, we agree whom we can reach on your side outside office hours. Ad hoc escalation is a fixed part of our cooperation.
Audited against the standards that matter here.
Certificates of aLIVE Support S.R.L., issued by ISOTRANS, valid until 06.09.2027.
This goes well with it.
Questions about 24/7 customer service.
Question not listed? We reply within one working day.
No. Many clients start with extended hours, such as weekdays until 8 pm or Saturdays, and expand later. We can cover everything from weekdays 8 am to 8 pm up to round-the-clock operation 365 days a year.
You decide. At night, fault reports, urgent enquiries and simple information requests are often resolved. Enquiries that need your specialist department are logged with a full case summary for the next working day.
Customer service advisers from your signed-off project team, with German at C1 level or above. Our sites are in the EU and work under the GDPR. We only use freelance advisers within the EU, and only if you allow it.
Our business continuity plan has four incident levels with a fixed reporting line to you. Reserve staff and approved workstations at a second site keep operations running.
The KPIs for night and weekend operations are part of the ongoing reporting and the monthly report. We discuss anything unusual in the weekly steering meeting and the monthly review meeting.
You receive the project plan within five working days of the contract award. From contract to live operation usually takes 6–10 weeks for partial operation, such as evenings and weekends only, and 10–14 weeks for full operation.
