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Amadeus Service
Catalogue
Page 2 of 14
© 2014 Amadeus Egypt
Amadeus Services Leverage the full value of your business processes and IT investments
Looking for more than just a supplier?
At Amadeus, we don’t just offer technology, we work in partnership with you.
As your IT partner, we deliver first class services in order to fully support your
business. Furthermore, we always adapt our services to your needs, which
mean with Amadeus you not only grow your business, but you run it more
efficiently and profitably.
Amadeus Service Areas
_Self Services
_Support Services
_Solution Services
_Managed Services
_Learning Services
Amadeus Service Catalogue
This catalogue is designed to guide you through the different services
you can expect from Amadeus. Please find more information on the
service details below.
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© 2014 Amadeus Egypt
Channels
You can contact Amadeus using the following contact channels:
_Tel. : +2 02 19772, please find below menu:
_ For Helpdesk & Training Press 1; and then press:
_ For Sign in codes requests press 1
_ For Training Enquiries press 2
_ For Functional Help Desk press 3
_ For IT & Technical Support, press 2
_ For Sales press 3
_ For Business Solution press 4
_ For Finance press 5
_ For Marketing press 6
_ E-mail:
_ Helpdesk: [email protected]
_ Training: [email protected]
_ Technical Support: [email protected]
_ Sales: [email protected]
Service Hours
_ Amadeus offers support during the following hours:
_ Helpdesk and Technical support from Saturday till Thursday, from 8:30 AM. To
6:30 PM. The rest of Amadeus departments are from Sunday till Thursday, from
9:00 AM. To 5:00 PM.
_ We are also available for any emergency on the following mobiles:
_ Helpdesk emergency:
012 11191719 - 012 2354928 - 012 20807010- 012 20806160 –
012 26636664 - 012 83374473
_ Technical support emergency:
Cairo: 012 73900930 - 012 81308130 - 012 11191699 - 012 81601010 -
012 81404011
Alexandria: 012 16000044
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© 2014 Amadeus Egypt
Amadeus Self Services
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© 2014 Amadeus Egypt
Amadeus
Self Services Benefit from a wide range of Self Services and Solutions
Our Self Service offering is available 24/7 in English and various local
languages and will enable the customer to solve the majority of his
daily questions.
It will give access to:
_Over 3000 solutions
_Learning videos
_Learning documents (also in local language)
_Online case logging functionality
And the Amadeus Self Services will continuously be enhanced.
Amadeus Self Services
Service Description Benefit Price
Knowledge Base
The Amadeus Online support portal containing
a wide range of support documentation and information.
Quick and easy 24/7 access to answers for
your questions without having to call the Amadeus Help Desk.
Free
Case Logging & Case Status
Online case logging service where you can log and track a case to
the Amadeus Help Desk. Amadeus support teams will follow up on your request during local
business hours in a timely manner.
Enables you to benefit from Amadeus Help Desk Support online and follow up on a case status from your computer, incl. retrieval of case history reports
on all support interactions (phone calls and online cases).
Free
Learning Content and Videos
Access to online learning content and videos.
Convenient 24/7 access to learning content for a wide range of products and solutions.
Free
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© 2014 Amadeus Egypt
Amadeus Support
Services
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© 2014 Amadeus Egypt
Amadeus
Support Services Optimise the performance of your Amadeus products and solutions
Besides the full access to our Amadeus Self Service which is available 24/7
with a direct contact to experts via the Amadeus Case Logging Functionality
all customers are able to call the Amadeus Functional and Technical Helpdesk.
Our Helpdesk Experts are highly skilled in all business needs and are
able to solve more than 90% of queries directly with our customer on the phone, which
enables the customer to be back in business and focused on their travel selling.
* such services are currently provided for free by Amadeus and this can be changed at any time.
Amadeus Support Services
Service Description Benefit Price
Help Desk Hotline Support
Hotline support service providing direct access to experienced Amadeus support staff for functional or technical questions during local business hours.
Direct access to an Amadeus support expert.
Free
Amadeus Selling Platform Certificate
reissue
Per customer request Amadeus will reissue the current Selling Platform Certificate (CID).
Recovery of service disruption.
Free
Self Services Benefit from a wide range of Self Services and Solutions
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© 2014 Amadeus Egypt
* such services are currently provided for free by Amadeus and this can be changed at any time.
Amadeus Customer Care Services
Service Description Benefit Price
Data Management Services
Assistance to migrate, transfer your customer profile and PNR data.
Helps you to optimise the booking process.
Free
Security and Configuration Services
Extended Ownership Security, Office Profile and Queue Management: Covering all updates needed at office
security level and Queue bank
set-up level (creation of new Qs, Q categories, etc..), customise your Office ID setup.
Ensures data accuracy, privacy and protection.
Free
Amadeus Migration Services
Service Description Benefit Price
Migration Services and Consulting
Consulting service where an Amadeus expert will assist you before, during and after
migration, assures all relevant settings and data are available, answering any questions related to the migration and helping you via remote coaching on the day of migration.
Have a service expert guiding you
through your migration to assure smooth and uninterrupted transition.
Free
Migration Onsite Support
If required a service expert will help onsite on day of migration and assist on any questions. N.B: It depends on number of
CIDs migrated.
Helps you to optimise the migration to Amadeus products
and solutions.
Free
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© 2014 Amadeus Egypt
Amadeus Solution
Services
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© 2014 Amadeus Egypt
Amadeus
Solution Services
The mission of our Solution Services is to ensure you get the most out of
your IT investment. We will provide a high value, individualized support
service package for your business critical solutions.
With the Amadeus Solution Support you will benefit from:
_Knowledge transfer to your employees
_Proactive Guidance
* such services are currently provided for free by Amadeus and this can be changed at any time.
Amadeus Solution Services
Service Description Benefit Price
Solution Support (regular business hours)
Expert Support service for customer for customised (incl. but not limited to e-Power, e-Travel Management, QC, SMS) via online case logging.
Direct access to expert support on your customised solutions, speeding up the resolution process.
Free
Solution Consultancy
Consulting service where an Amadeus expert can guide you (functionally or technically) on how to use and customise your solutions in the most effective way.
Ensures you are using your customised solutions in the best way.
Free
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© 2014 Amadeus Egypt
Amadeus Managed
Services
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© 2014 Amadeus Egypt
Amadeus
Managed Services “We do it for you!”
If you decide not to fulfill certain services by yourself, as you might not
have the expert knowledge, the time or just don’t want to spend your
resources on certain tasks.
With many years of experience per Helpdesk Expert we do know
the business in and out and we will perform these services– just
let us know your needs.
* such services are currently provided for free by Amadeus and this can be changed at any time.
Amadeus Managed Services
Service Description Benefit Price
Installation Services
As an alternative to the
existing self-installation
procedures, Amadeus technical experts can install or re-install Amadeus products on your behalf.
Benefit from
Amadeus technical expertise to ensure that products are correctly installed.
Free
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© 2014 Amadeus Egypt
Amadeus
Learning
Services
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© 2014 Amadeus Egypt
Amadeus
Learning Services Maximise your learning experience
Gaining competitive advantage in a fast-paced, global marketplace
requires you to respond rapidly to ever-changing business requirements
and evolving technologies. To increase your responsiveness, you need
to ensure your employees have the necessary functional skills and
knowledge to work effectively.
Amadeus Learning Services offers innovative, cost-effective methods
to help your staff acquire the skills and knowledge they need through
various training methods, practical experience, and documentation materials.
* such services are currently provided for free by Amadeus and this can be changed at any time
Amadeus Learning Services
Service Description Benefit Price
eLearning
Amadeus offers you a wide range of eLearning modules for self-directed online training and upskilling.
Available anytime and anywhere, designed to provide you with an individual and flexible learning program.
Free
Basic training courses
Training on main functionalities to get started.
Gets you quickly up to speed with Amadeus products.
100 €/day/student * Two free slots per each Amadeus screen during the 1st year.
One free slot during the following year.
Advanced training courses
Training on main functionalities for experienced users.
Continues to improve the knowledge of the main functionalities.
Free
Expert training
Training on Amadeus Solutions. Improves the knowledge of Amadeus Solutions.
Free
Customised training courses
Courses designed around your specific business requirements scheduled upon request.
Ensures you get trained on topics that best fit your business requirements.
Free
