Interesting facts about TUXEDO Support - TUXEDO Computers

Although we would of course like it, if you never have to use it, personal customer support is an important part of our infrastructure. In this article, you will learn how our support works and what our philosophy is in this regard.

First of all, we would like to assure you that our support is based in-house, our supporters are an integral part of the TUXEDO team. We don’t use AI in our support either, so you will always speak or write to a human. We see customer support as an integral part of the product you have purchased. In this respect, we are determined not to leave you alone with your problems.

Facts and figures

Twelve colleagues are currently working in customer care and support at TUXEDO, and another new position is currently being filled. Requests for advice and support, so-called tickets, can be opened by contacting us via our support website or by telephone from Monday to Friday from 9 am to 1 pm and from 2 pm to 5 pm on +49 (0) 821 / 8998 2992. For business customers, our Business-2-Business-Service will provide you with expert advice on your decisions.

Developer involved

Every day, between 50 and 100 tickets are opened by customers or people who would like to become customers. If we receive these tickets in writing, we endeavour to respond within 24 hours. At weekends, however, our „penguins“ have to take a rest, so it regularly takes until the next working day.

Incoming tickets first end up in customer support, which can already answer some of the questions. If a ticket cannot be closed there, it is forwarded to technical support. A colleague will then contact you to work with you to solve the problem. Depending on the ticket, it may also be necessary to call in one or other developer to solve the problem, for example if there are problems with our self-developed software.

How do we select support staff?

When we interview new applicants for the support team, we are naturally pleased if they already have knowledge of and enthusiasm for Linux. However, this is just as little a prerequisite as completed vocational training in the IT sector. More important for us are a strong interest and existing knowledge in hardware. We intensively train lateral entrants who fulfil these requirements for their future tasks.

We train

Did you know that TUXEDO Computers is also a training company? We are currently training two apprentices in Augsburg in the technical and commercial fields.

Frequently asked questions

As a TUXEDO customer, you are entitled to support in the event of problems with our hardware and our operating system TUXEDO OS and the other directly supported operating systems. You can find more details on this in our Support guidelines. You can find out what information we need from you in a separate article. We explain the differences between support and customer service here.