We offer a number of Service Level Agreements (SLAs) to support you with our Intelligent Software. Please, contact a member of the team if you would like to customise an SLA to meet your requirements.
Software support – with a dedicated phone and online support portal, our skilled technicians are on hand to deal with your queries.
For topics that can’t be sorted over the phone, we will use remote diagnostic software to rectify the situation.
Any issues with the systems that cannot be resolved over the phone or remote access, will result in a site visit by one of our experienced engineers.
All of our hardware is “plug and play” and can be remotely diagnosed from our head office in Swindon. We recommend that all customers carry a small onsite stock of hardware to allow a trained IT technician to (with assistance from us) provide an immediate swap of faulty hardware with new units if a problem should arise.
We will arrange the immediate collection of any faulty hardware as well as replenish maintenance stock. For issues that cannot be resolved locally, we will send an engineer to site to carry out the replacement of faulty hardware.
Our engineers install all of our intelligent hardware and software. Our aim is to give you the highest quality installation, which we believe can only be done by using our own team of experts who know the products inside out.
If your project requires a Risk Assessment and Method Statement (RAMS), our team is trained to complete the necessary documents. A number of them also hold CSCS cards and are DBS checked, enabling them to work safely in a range of specialist environments.
All hardware installed meets the appropriate required safety standards and is installed based on standard DDA requirements.
Correct configuration is key for you to achieve the desired return on investment. As part of the project installation, our team will discuss with you all of the unique elements of your business, such as overtime rules and shift patterns, that need to be built into the system documentation.
We believe that by completing the bulk of the configuration work for our customers, it leaves more time to run parallel or “bed in” the system, train and iron out any workflow issues.