Reactive maintenance provides personnel, equipment and materials for civil works and fibre installation,
24 hours a day, 365 days a year for rapid response, on-site repairs and troubleshooting.
Help desk - a central hotline covering all of Germany and open 24x7. Calls are answered after no
more than 30 seconds (this can be both in the German and English languages). Incoming calls are logged
(time, caller's name and e-mail address, reported fault, confirmation of fault report by e-mail and/or fax).
Fault reports are forwarded appropriately, and the civil works, installation and testing units put into action.
Nominated interface management - central customer contact person for the service offered.
Standby capacities - in the event of a fault, the help desk will notify the appropriate civil works,
installation and testing resources, which are organised so that the required resources can be rapidly mobilised to
ensure quick failure handling.
Reporting and meetings - regular reporting during failure handling, monthly reports on completed activities
and monthly meetings with the customer.