Operational support.
Rapid rectification of faults and restoration of system functionality.
Maximum system availability for your production
Our team of experts is there to provide you with reliable support -
for maximum system availability and maximum satisfaction.
With our 24/7 hotline, you can raise your concerns at any time and in three languages.
Below you will find an overview of our services -
transparent, flexible and tailored to your needs:
| Our offer for you | Standard | With SLA |
|---|---|---|
| On-call organization 24/7 Support hotline around the clock in | 400 CHF/case outside office hours | free of charge if covered by contract |
| Access to ticketing system Transparent insight into current and past cases at all times | No | Yes |
| Troubleshooting on site / remote Our specialists restore system availability as quickly as possible | Yes | Yes |
| Guaranteed response time Prompt feedback from a technician within the guaranteed response time | No | Yes |
| Know-how about your system & processes Several technicians are trained on your system | No | Yes |
| Reduced hourly rate for on-call cases | No | Yes |
| Guaranteed access to system experts | No | Yes |
| Individual Lifecycle-Dokument Product tailored to your system incl. optimization recommendations | No | Yes |
On-call organization 24/7 - your support around the clock
Our Customer Service offers you a 24/7 support hotline, which you can use to report faults at any time. Depending on the type of fault and system, the specialist responsible will be informed immediately or a callback will be initiated.
The following general conditions apply:
- For customers with a support contract (SLA), the regulations set out therein apply.
- Without a contract, a flat-rate call fee of CHF 400 (excl. VAT) is charged outside office hours.
Office hours:
Mon-Thu: 07:30-12:00 and 13:15-17:00
Fri: 07:30-12:00 and 13:15-16:00 - The work performed, consumables and spare parts will be invoiced at cost.
- Our General Terms and Conditions (GTC) apply.
Our services at a glance
Our on-call team consists of experienced specialists from the fields of plant engineering and automation. They know your systems in detail and - depending on the situation - access the control system remotely or are on site promptly to rectify failures.
Transparency through ticketing system
All processes - from the fault report to problem resolution - are continuously documented in the ticketing system. This allows you to keep track of the processing status at all times.
Standardized processes
Fault reports are accepted and processed according to clearly defined standard processes. This ensures efficient and uniform handling of your concerns.
Troubleshooting - Fast. Efficient. Reliable.
In the event of technical faults, our specialists are at your side - via remote maintenance or directly on site. The aim is to restore the functionality of your production system as quickly as possible.
Our goal
- Restoring the system functions
- Ensuring system availability
Your advantages
- Fast analysis and efficient troubleshooting
- Minimal operational interruptions
- Maximum availability of the system
- Fast service on site
- Our service technicians are available at short notice in the event of mechanical component faults.
- Troubleshooting is systematic and based on clearly defined escalation criteria.
Remote IT Support
A reliable IT infrastructure is crucial for maximum system availability and reliability.
Our IT support team offers you customized services to keep your systems efficient, secure and stable.
and stable.
Our services at a glance
- Targeted monitoring of system-relevant parameters (hardware, operating systems, applications)
- Long-term monitoring of IT systems for early identification of potential faults
- Development and implementation of backup strategies for secure and traceable data protection
- Support and implementation of migration projects (e.g. software change, server relocation, data migration)
Your contact person
Stefan Schulze
Head of Customer Service