24/7 On-Call Service
Always there for you
The basic goal of the on-call service is to provide fast troubleshooting in the event of a fault. During normal working hours, you’ll continue to reach your relevant representative under the usual telephone numbers. We also have our 24/7 hotline available outside these times. The hotline is always staffed with system specialists who already know the ins and outs of your system.
Our triple-secured on-call service provides support for clarifying and resolving errors, questions, and problems encountered during plant operation.
There is a plant data profile accompanied with each on-call order. This data profile is stored in a secure documentation database and contains a compact overview of all important data of the plant, such as dial-up data, passwords, IP-configurations, plant description, hardware and software, photographs of the plant, structure diagrams, and much more.
Our on-call service model is characterized in particular by the fact that we can respond to customer calls from two, highly staffed and thus redundant call centers. This fact allows us to guarantee 100% availability. Should one of the call centers not be available or overloaded, the other call center automatically takes over. Our call center agents need only four pieces of information — caller name, company name, call-back number, and a customer-specific code number — to verify that you’re an existing customer. Your call is electronically logged in a ticket system and then forwarded to the system specialists responsible for your plant. Our on-call service model is designed in such a way that three employees (standby, backup, emergency service) can receive calls from the call center agent. This ensures high availability and rapid response times. A system specialist will get back to you promptly and will discuss with you further procedures for correcting faults and problems.
On-call assistance via telephone
An on-call assistance service arrangement (24/7/365) is covered by a fixed service number. After talking with the responsible on-site manager, faults can often be clarified and corrected via telephone. When a fault report is received, the accrued hours are invoiced according to time and effort.
In addition to telephone support, one of our system specialists can perform active troubleshooting and a root cause analysis on the process control system to detect and correct faults and errors via a secure remote dial-in connection. Our years of experience have shown that remote dial-in access usually provides additional means to recognize and fix approximately 90-95% of all disturbances or problems. That way, the need for on-site visits is minimized.
On-call service with on-site troubleshooting
If a problem cannot be solved by phone call or remote dial-in, one word is enough and one of our service technicians will be on his way to you. The guaranteed response times and/or on-site availability are coordinated with you in order to keep possible downtime as low as possible.