Service Catalogue

Learning & Support

amadeus.com

Service Catalogue2

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 CatalogueThis catalogue is designed to guide you through the different services you can expect from Amadeus. Please find more information on the service details below.

LanguagesYou can contact Amadeus in the following languages:

_ Serbian

_ English

ChannelsYou can contact Amadeus using the following contact channels:

_ Telephone

_ E-mail

Service HoursAmadeus offers support during the following hours:

_ 09.00 – 17.00 Monday to Friday

_ 09.00 – 14.00 Saturday

Looking for more than just a supplier?

Leverage the full value of your businessprocesses and IT investments

Services

Service Catalogue 3

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

News This service ensures you receive the latest news.

Helps you to work more effectively as you will be fully up to date with the latest news.

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

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

_ Online case logging functionality

And the Amadeus Self Services will continuously be enhanced.

Self Services Benefit from a wide range of Self Services 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 Customer Service Centre in their local language.

Our Customer Service Experts are highly skilled in all business needs and are able to solve more than 90% directly with our customer on the phone which enables the customer to be back in business and focus on their travel selling.

Optimise the performance of yourAmadeus products and solutions

Support Services

Service Catalogue4

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 and in local language (charging may apply depending on market)

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

Optimise the performance of yourAmadeus products and solutions

Support Services

Amadeus Customer Care Services

Service Description Benefit Price

Claims Handling/ADM Management

Service offered to analyse, investigate and manage claims you receive from your providers.

Ensures your claims get resolved as quickly as possible and that future re-occurrence is prevented.

Free

Data Management Services Assistance to migrate, transfer and define your customer profile and PNR data.

Helps you to optimise the booking process.

Free

Security and Configuration Services

Extended Ownership Security, Office Profile, Sign and Queue Management: Covering all updates needed at office security level, sign level (password reset, sign creation & updates) and Queue bank set-up level (creation of new Qs, Q categories,..), customise your Office ID setup.

Ensures data accuracy, privacy and protection. Reduction of operational cost.

Free

Service Catalogue 5

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

“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 Customer Service Expert we do know the business in and out and we will perform these services on your behalf when you need it.

Service Catalogue6

Amadeus Managed Services

Service Description Benefit Price

Smart Key creation On your behalf, Amadeus can create individually defined smart keys to optimize your business process needs.

You don’t need to build up skills and resources and can fully benefit from Amadeus expertise.

Free

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.

EUR100 installation per office id

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 funstionalities to get started. Gets you quickly up to speed with Amadeus products.

EUR120

Advanced training courses Advanced training on all Amadeus functionalities.

Continues to improve the knowledge of the main functionalities.

*free per 1 user per terminal

*otherwise EUR200

Specialized training Hotel & Rent-a-car, Ticketing and EMD, ATC, Customer Profile etc.

Ensures you get trained on specific content outside of the standard trainings.

EUR40 per day

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

TBD

Service Catalogue 7

Maximise your learning experience

Learning Services

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.