Service & Maintenance
When a failure occurs in the production process, one wants to fix this as quickly as possible. Moreover, the client will rely on us to correct the failure in a way that the problem will not reoccur.
Service is hectic. In our view, service is linked to communication. Service and quick solutions go hand-in-hand. Our service solutions for the market are therefore arranged by the ASL (Application Services Library) framework. This enables us to provide the best service and to build up a knowledge base to keep improving our service. Technical problems in the control system are often very complicated. That is precisely why we believe in an optimal cross-pollination to be able to keep using our expertise in a broad and diverse way.
We provide periodical and/or corrective maintenance. We work with service contracts (Service Level Agreements) that are based on agreements about, for example, response times. The response time for corrective maintenance can vary from 2 to 4 hours after notification of the incident, both during and outside office hours. But it is also possible to use our ad-hoc mode. We are available 24/7.
If a failure occurs, we implement the following procedure:
1. The client reports the incident to our service desk.
2. The incident is recorded to our Service Desk application. Through this application, the client will be informed about the progress of the solution offered. If the client signed a Service Level Agreement with us, it is also possible to monitor the progress of our work online.
3. Where possible, we make use of remote access connections to analyse a failure from a distance. This is a big advantage for the client, because the reaction time is considerably reduced and there are no travel costs. When the failure is fixed, we will send an e-mail to the client with the cancellation of the event and a clear summary of the performed activities.
Together with the client, we determine the needs and specify an appropriate SLA. This can even include a remote access connection that is carefully designed and managed by us and a spare parts warehouse.