Service & Support

SERVICE is written in capital letters with us! - From the implementation of our solutions in the project phase to the training after the routine start and the support and update service during operation: We are there for YOU!

Service & Support

The DORNER service team will answer your questions regarding functionality, operation or application of DORNER products. We will advise you, support you and provide you with information for problem solving or functions.

Due to the current situation we would like to draw your attention to our latest newsletter:

Current newsletter around DEMIS, Sample 10C and Sample OEDG

You have a request? - Welcome to the customer portal!

Update service

As part of the basic maintenance, you automatically receive the right to use subsequent versions within one release (updates) for all software products included in the standard scope of delivery.

Remote Service

We rely on innovative service methods to provide you with computer-aided remote diagnosis and maintenance. If a malfunction occurs in your application, we ensure that an appropriate diagnostic program is started immediately and the fault is localized and rectified. Correction is carried out in dialogue with the customer. The reaction time for the conclusion of a software maintenance agreement is with DORNER.

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Project Management Office (PMO)

The Project Management Office (PMO) is the permanent organizational unit responsible for the creation, implementation and further development of our project management system.

In order to secure the set goals regarding functionality, quality, costs and deadlines, projects at DORNER are supervised by the Project Management Office (PMO). We rely on a mix of agile and classic methods.

Our PMO supports the technical project managers in planning, recording and information tasks.

This proven method of support ensures that efficient project management methods are implemented and project progress is spurred on.

Project implementation

Kick-off at the customer

The kick-off date at the customer's premises is the official starting signal. The aim of the kick-off at the customer's premises is to get to know the customer and key users and to give them an understanding of the product with which they will be occupied in the near future in addition to their everyday tasks.

Risk analysis

At the beginning of the project, risks must be identified, evaluated and appropriate measures must be defined.

Project plan/implementation schedule

An implementation schedule is drawn up in close coordination with the customer on the basis of the project plan presented in the kick-off.

Installation

The installation of the commissioned software is carried out.

Trainings

As soon as the installation is completed and the system can be presented to the customer, the customer is trained.

Customizing and integration test

After installation and training, a phase of close cooperation with the customer begins. The customer begins to familiarize himself with the system and tests the required processes and functions. Within the scope of the order, adjustments can be made here through customizing.

Routine start

When sufficient testing has been carried out by the customer and the acceptance declaration has been signed, the routine start can take place.

Project Management Office (PMO)

The Project Management Office (PMO) is the permanent organizational unit responsible for the creation, implementation and further development of our project management system.

In order to secure the set goals regarding functionality, quality, costs and deadlines, projects at DORNER are supervised by the Project Management Office (PMO). We rely on a mix of agile and classic methods.

Our PMO supports the technical project managers in planning, recording and information tasks.

This proven method of support ensures that efficient project management methods are implemented and project progress is spurred on.

Project implementation

Kick-off at the customer

The kick-off date at the customer's premises is the official starting signal. The aim of the kick-off at the customer's premises is to get to know the customer and key users and to give them an understanding of the product with which they will be occupied in the near future in addition to their everyday tasks.

Risk analysis

At the beginning of the project, risks must be identified, evaluated and appropriate measures must be defined.

Project plan/implementation schedule

An implementation schedule is drawn up in close coordination with the customer on the basis of the project plan presented in the kick-off.

Installation

The installation of the commissioned software is carried out.

Trainings

As soon as the installation is completed and the system can be presented to the customer, the customer is trained.

Customizing and integration test

After installation and training, a phase of close cooperation with the customer begins. The customer begins to familiarize himself with the system and tests the required processes and functions. Within the scope of the order, adjustments can be made here through customizing.

Routine start

When sufficient testing has been carried out by the customer and the acceptance declaration has been signed, the routine start can take place.