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Interflex Service

With Interflex Service, we actively support you in the planning and implementation of Interflex solutions, as well as throughout every phase of the lifecycle of your Interflex products.

Interflex service team

Interflex Customer Service

When you need us, we're here for you. With Interflex Service, we actively support you in the planning and implementation of Interflex solutions, as well as throughout every phase of the lifecycle of your Interflex products. With expert services and the right software and hardware, we support access control and workforce management in your company. We’re only satisfied when you are. This commitment is reflected in our service principles, which we uphold in every interaction. You can learn more about this in our Service Stories.

  • Consulting & Analysis

    Whether it's concept development, inventory assessment, or security analysis - we're here for you, both in person and digitally.
    Are you planning new locations, a relocation, or the optimization of existing sites? Then take advantage of our expertise to ensure planning reliability.

  • Commissioning

    During the project, we handle the installation and commissioning of all Interflex products and solutions.
    We train your specialists to ensure a fast and secure start. Clear documentation and an operational concept serve as your foundation for success.

  • Operations

    Smooth operations and high availability are essential for you.
    We provide replacement parts for your hardware, perform regular automatic updates of your systems, and support you with professional service analyses and maintenance services.

  • Support / Maintenance

    If your applications experience an unexpected outage, our Service is here to help, either on-site or remotely.

Service Level Agreement (SLA)

Choose the service level that best meets your needs and desired range of services. Our team of experts ensures the smooth operation of your system.

Three Attractive SLA Packages

Our Service Level Agreements (SLAs) are clear, straightforward, and transparent. You can choose from three different packages - SLA one, SLA two, and SLA three - each offering a different range of services. Whether you need extended service hours, rapid response times, or support for multiple service key users, we have the right package for you, tailored to the level of service and support you require.

By signing one of our SLAs for software or hardware, you can rest assured that we’ll take care of your system, so you can focus on your core business. Our SLAs help you simplify business processes, enhance security, and optimize efficiency. No matter which package you choose, you can rely on our expertise and decades of experience.

You designate your service key users, who can contact us through one of the available channels in the event of a service or support issue. We guarantee a response within the agreed reaction times for your specific request.

Contact us today to learn more about our SLAs and the different service packages. We’ll be happy to advise you personally and work with you to find the best solution for your needs.

SLA Software

Service Level Agreement (SLA) Software
SLA PackageInterflex SLA oneInterflex SLA twoInterflex SLA three
Supported service key users246
Service hours19 a.m. – 5 p.m. Mon. – Fri. (UTC +1, summertime UTC +2) Email, 24/7 Self-Service8 a.m. – 6 p.m. Mon. – Fri. (UTC +1, summertime UTC +2) Expert Hotline, Email, 24/7 Self-Service6 a.m. – 8 p.m. Mon. – Fri. (UTC +1, summertime UTC +2) Expert Hotline, Email, 24/7 Self-Service
Consulting and new requirements2Billing per 15 minutes (monthly settlement, approval process required)15 hours/year included130 hours/year included1
Customer portalExpert FAQ, Ticket management, Base data maintenance, DownloadsExpert FAQ, Ticket management, Base data maintenance, DownloadsExpert FAQ, Ticket management, Base data maintenance, Downloads
Response times within service time Prio 114 hours2 hours by phone1 hour by phone
Response times within service time Prio 2116 hours12 hours8 hours
Response times within service time Prio 3124 hours
Software upgrade / software maintenanceOne upgrade per year of the productive system included, Service subject to a feeOne upgrade per year of the productive system included (including service)One upgrade per year of the productive system included, right to long-term version
Patch- / Client-InstallationBilling per 15 minutes (monthly settlement)Installation of relevant patches included, client installation on requestInstallation of relevant patches and client installations included
Service reportsMonthly reports available via the customer portal, annual review subject to a feeMonthly reports available via the customer portal, remote annual review (2 hours)Monthly reports available via the customer portal, annual meeting with evaluation on site
System health checkSubject to a feeEvery 24 months includedEvery 12 months included
Training Courses5 % discount2 days included per year 10 % discount for all further training courses2 days included per year 10 % discount for all further training courses

1Only for designated and trained key users of the service. Remote access required.↵
2Budget is per year, cannot be carried forward. Expenses are billed separately.↵

SLA Hardware

Service Level Agreement (SLA) Hardware
SLA-PaketeInterflex SLA oneInterflex SLA twoInterflex SLA three
Supported service key users246
Service hours19 a.m. – 5 p.m. Mon. – Fri. (UTC +1, summertime UTC +2) Email, 24/7 Self-Service8 a.m. – 6 p.m. Mon. – Fri. (UTC +1, summertime UTC +2) Expert Hotline, Email, 24/7 Self-Service6 a.m. – 8 p.m. Mon. – Fri. (UTC +1, summertime UTC +2) Expert Hotline, Email, 24/7 Self-Service
Managed Security (Security Check)Hardware vulnerability analysis (annual)Hardware vulnerability analysis (annual)Hardware vulnerability analysis (annual)
Customer portalExpert FAQs/ Knowledge articles, ticket management, master data maintenance, downloadsExpert FAQs/ Knowledge articles, ticket management, master data maintenance, downloadsExpert FAQs/ Knowledge articles, ticket management, master data maintenance, downloads
Response timesIn accordance with the concluded software SLAIn accordance with the concluded software SLAIn accordance with the concluded software SLA
Hardware maintenance for all defined Interflex components2Remote maintenance, RMARemote maintenance, RMA, repair/on-site service with replacement (hardware replacement subject to a fee)Remote maintenance, RMA, repair / on-site service with replacement device
On-site response time31–5 business days (subject to a fee)1–3 business days1 business day
FirmwareSubject to a fee50 % discount on FirmwareFirmware included
Device UpdateService subject to a fee (remote)Service subject to a fee (remote)Service included (remote)
Minimum Term12 month12 month12 month
Service ReportsMonthly reports available via the customer portal, annual talks Subject to a feeMonthly reports available via the customer portal, annual talks Subject to a feeMonthly reporting via the customer portal, annual meeting with on-site evaluation

Opendor card devices are excluded.
Battery replacement is not possible with Opendor air devices.

1Only for designated and trained key users of the service. Remote access required.↵
2Applies only to German locations.↵
3 For all components listed in the configuration sheet.↵

Interflex Customer Portal

In the Interflex Customer Portal, you’ll find all the important information and services you need - conveniently located in one central place. Our portal is designed to provide you with the best possible service and to resolve your requests quickly and easily.

Your personal customer portal: Simple. Centralized. Efficient.

Everything in one place

The customer portal gives you access to all relevant information to help you make the most of our products and solutions. Our goal is to offer you top-tier service and to address your questions and concerns quickly, efficiently, and professionally.

You can submit service requests, access a comprehensive knowledge base, and download the latest technical manuals - all available anytime, from one centralized platform.

We want you to feel well-supported through our extensive range of services.
Our service - your satisfaction!

Advantages of the Customer Portal

  • Send requests directly

    Create your service requests directly through the portal.

  • Knowledge Base

    Benefit from a comprehensive knowledge base.

  • Centralized Management

    All your data and requests are consolidated in one place and clearly organized.

  • Time Savings

    Quick access to all services and important information, including technical manuals.

  • 24/7 Availability

    Access the portal 24/7 - whenever you need support.

  • Up-to-Date Content

    Download the latest product versions and security patches.

How to Secure Your Access to Our Portal

To provide you with the best possible service, we have optimized our support process:
In accordance with our new Service Level Agreements (SLAs) or existing maintenance contracts, we kindly ask you to designate two trained employees as Service Key Users. These individuals will serve as our primary contacts for support requests and technical inquiries.

Please complete the [form] and send it to [email protected].

Once we receive this information, we will update our system and create portal access for the designated Service Key Users.

Already Have Access to the Interflex Customer Portal?

If you’re already registered in the customer portal, you can log in directly using your existing credentials and start benefiting from the wide range of available services right away.

Login Customer Portal
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Service Principles

Every service engagement is an opportunity for us to find the optimal solution for our customers - simplifying business processes, enhancing security, and improving efficiency. We give our best every day to support you.

To ensure the highest level of service quality, we follow our five core principles for Surprise Service.
You can find more information about our service approach in our Surprise Service brochure.

  • We Act Responsibly

    We strive to find the best solution for you - both during the project phase and in ongoing support. We focus on the cost-effectiveness of your installation and think beyond the obvious. Our employees are committed to your success: they listen, think proactively, and work in a solution-oriented manner.

  • We Think and Act Economically

    This applies to both your projects and our resources. We plan reliably, act efficiently and cost-consciously, and document every step of the process thoroughly. With twelve service branches across Germany, we can be on-site quickly whenever needed.

  • We Are Innovative

    Our motto: standing still is falling behind. That’s why our teams always keep an eye on the market and strive for innovative solutions. We take every piece of feedback seriously and see it as an opportunity for improvement. We continuously expand our knowledge, collaborate with external experts, and engage in professional networks.

  • We Are Flexible

    Whether during the planning phase, in the event of operational disruptions, or a last-minute relocation - we’ll find a solution to support you effectively. We go wherever you need us: on offshore platforms, in high-security areas, or even the bakery around the corner - we’re there.

  • We Are Fast

    If you have a service contract with us, our experts will respond within the agreed timeframes. We do everything we can to get your systems back up and running quickly - whether in Hamburg or Mexico, on-site or via remote support.

Service Stories

Driven by enthusiasm for you: In our Service Stories, you'll discover how Interflex employees find the best solutions for our customers every day - with creativity and dedication