Service
Everything you need for your day-to-day work with us — in one place.
Service Portal — Requests that get through.
In a well-functioning jungle, there are clear paths. Not every path is for everyone — but each one leads somewhere. Our service portal is exactly that: a direct route to us that is documented, prioritised and reliably processed.
What is the service portal?
The falocon service portal is your personal area for all requests, fault reports and ongoing topics relating to your IT. It is based on Zammad — a professional ticket system developed in Germany and used in many companies and IT departments.
Behind every ticket is a process: it is recorded, documented, prioritised and handled. Nothing gets lost. Nothing stays open without a response.
Why it works this way.
An email sometimes gets missed. A phone call gets forgotten. A ticket doesn't.
If you send us an email to service@falocon.com, a ticket is automatically created — you receive a confirmation, we get a complete overview. No back and forth, no repeated questions.
For customers with their own portal access: you can see the current status of every process, ask questions and read the complete history.
What you get.
- Personal access to your customer area at service.falocon.com
- Full overview of all open and completed tickets
- Automatic email notifications when status changes
- Documentation of every process — traceable, even months later
- Direct channel for new requests, without searching for the right contact
No access yet? Contact us — we will set up a customer account for you.
Remote Support — Help that's there immediately.
Some problems can't be solved over the phone. Sometimes you simply can't see where the error is. Remote support is the direct route: I see what you see — and we solve it together.
What is remote support?
Remote support means we can connect to your computer via an encrypted connection — with your explicit permission and only for as long as you want.
We use PCVisit, a German remote maintenance tool with an encrypted connection. Everything transmitted is secured. You retain full control at all times and can end the connection at the touch of a button.
How it works.
There are two ways to start a remote session — choose whichever you prefer:
Option A — Customer module (recommended)
Download the falocon-customised PCVisit client module once and start it when you need support. The program stays on your computer — next time a double-click is enough. I receive a connection request and can connect within seconds.
Option B — One-time session without installation
If you prefer not to install anything: go to www.startsupport.de and follow the instructions there. I will give you a session ID by phone or email — this connects us directly without anything being permanently installed.
What you get.
- Direct help without a site visit — in minutes rather than hours
- Fully encrypted connection meeting German data protection standards
- You see live on your screen what is being done — no black box
- You can end the connection yourself at any time
- No technical knowledge required on your part
Remote support is only possible with your active consent. The connection is only established when you approve it — and ends immediately when you close the programme.
Documentation — Knowledge that stays.
Currently in developmentIn nature, it's not the loudest that survives — but the best adapted. Knowledge is adaptation. Those who document protect themselves from forgetting — and from the moment when the only person who knew something is no longer there.
What is the documentation portal?
The falocon documentation portal at docs.falocon.com is your personal knowledge space for everything related to your IT environment.
You will find two types of content there:
Your own documentation — guides, configurations, access structures and processes that we have maintained for you. Things needed in everyday life: How do I add a new device to the network? How does VPN access work? Where is what?
General falocon documentation — guides to commonly used tools, explanations of processes and recommendations for day-to-day work with IT systems.
Why this matters.
The most common nightmare in small and medium-sized companies: the IT person is gone. And nobody knows how the network is set up, where the passwords are stored, how the backups work.
Documentation is not bureaucracy. It is security. We create and maintain documentation of your IT environment — and make it available to you via the portal at any time.
What you get.
- Personal access to your own documentation
- Instructions in plain language — not IT textbooks
- Configuration details and access information stored in a structured way
- General guides and recommendations from falocon
- Knowledge that isn't stuck in one person's head — but available when needed
The documentation portal is currently being set up. Existing customers will be notified as soon as their area is ready. Contact us if you are interested.
File Storage & Cloud — Your data. Your access. Your location.
Not all clouds are the same. Some hang over foreign continents. Ours hangs over Germany — in an ISO-certified data centre, under your control and in accordance with European data protection law.
What is the falocon Cloud?
At office.falocon.com we operate our own Nextcloud instance — a professional open-source platform for file storage, document exchange and collaboration, used by thousands of companies and public institutions worldwide.
We use this infrastructure to exchange files with you: configurations, documents, lists, guides, contracts, backups — everything that exists as a file and needs to be exchanged between us.
Why our own cloud instead of Dropbox or WeTransfer.
When you send us documents or we make files available to you, this could theoretically happen by email or via services like Dropbox.
But: email attachments have size limits, end up in spam filters or get lost. And with services from American providers, you don't know exactly where your data ends up and who theoretically has access.
Our Nextcloud runs on servers in Germany. The data belongs to you. We have access to what we work on together — and nothing beyond that.
Depending on the agreement, we can synchronise a folder on your system with the cloud. New files from us then appear automatically in your folder — and vice versa.
What you get.
- A personal area in the falocon Cloud for shared files
- Browser access — from anywhere, without installation
- Optional: synchronisation with a folder on your computer or server
- Versioning — older versions of files are retained
- End-to-end encrypted connection, servers in Germany
- No Google, no Microsoft, no data in foreign hands
No cloud access yet? We will set up an area for you as soon as we start working together.
Device Management — All devices. Under control.
falocon MDM is a bookable customer option: at mdm.falocon.com you manage and control your devices yourself — or we take care of everything for you. Configuration, security policies, apps, remote lock in case of loss — all centralised, all under control.
What is Mobile Device Management (MDM)?
Mobile Device Management — MDM for short — is a technology that allows companies to centrally manage, configure and secure their digital devices. This applies to smartphones and tablets as much as to laptops and desktop computers.
We use Relution — a professional MDM platform developed and operated by a Stuttgart-based company. Relution is GDPR-compliant, runs on servers in Germany and is used by companies, authorities and educational institutions.
Why this matters for your company.
Imagine: an employee loses their company phone. On it are customer data, emails, perhaps access credentials. Without MDM, this is a serious data protection problem.
With MDM: one call to us, and the device is remotely locked or completely wiped. The data is gone — for everyone except the authorised user.
That's just one example. MDM solves much more:
When a new employee starts, they receive a fully configured device — with all apps, Wi-Fi access and email settings, without hours of configuration by them or the IT department.
When an employee leaves the company, their business data is removed from the device — even if they used their own private device.
When a security update is available, it is automatically rolled out to all devices — not just when the employee remembers to do it.
Supported platforms.
- Apple iOS & iPadOS (iPhones, iPads)
- Apple macOS (MacBooks, iMacs)
- Android (all major manufacturers)
- Windows 10 / 11 (laptops, desktops)
Typical use cases.
What you get.
- Central management of all company devices — smartphones, tablets, laptops, PCs
- Automatic setup of new devices — fully configured, without manual effort
- Security policies on all devices: PIN requirements, encryption, lock time limits
- Centrally distribute, update or remove apps
- Remotely lock or wipe data if a device is lost
- Separation of private and business data on BYOD devices
- Complete inventory overview of all managed devices
- GDPR-compliant, server location Germany
MDM platform: Relution GmbH, Stuttgart — relution.io