NEWS
Regular maintenance is aimed at restoration of communication system functionality in case of limited operation or breakdown.
The service includes activities per request aimed to fix the problem, its localization or suggestion of workaround. If necessary, our technician visits the site (on-site maintenance), replaces broken parts and provides other ad-hoc services.
Regular Maintenance can consist of following optional services:
- Request submission: We have a contact point for problem reporting. It is available 24 hours, seven days in a week. Calls are answered within 30 seconds. Every user is assigned a unique registration number. Registered requests are automatically monitored, so we keep overview of their current status. After the problem is solved, we‘ll send you confirmation e-mail, fax or will notify you by any means suitable for you.
- Remote maintenance and system repair: We use remote access when solving reported problems, with aim of problem localization, removal or workaround. If the problem can not be fixed remotely, maintenance activities are performed at client site, either as Personal visit of technician or as a paid maintenance upon request.
- Emergency service in case of major system breakdown: Our emergency technicians are available for major problems fixes. Major problem is defined as such breakdown of infrastructure part which affects system as a whole, for example central control breakdown, system breakdown or communication network outage. We offer following availability modules:
- 8 hours, 5 days per week
- 12 hours, 5 days per week
- 24 hours, 365 days per year
- Helpdesk: We offer telephone technical consultations, advices and instructions, system related information, configurations, end devices, service, solutions and products of our company during business hours.
- Personal visit of technician: If it is not possible to fix problem remotely, we send our technician to client site.
- Unpaid repairs: Part of client site repair is also supplying relevant hardware component and unpaid repair within agreed time period. Replacement components are supplied even in case when customer repairs the problem by himself or by third party.
- Performed service activities report: We prepare report of all service activities performed each three months. The statement describes, in detail, all reactions to problems reported to Customer Center. The statement provides clear picture of services provided and contains:
- Analysis of request processing
- Reaction times and problem solving duration
- Total sum of requests
- Analysis and processing of problem
- Frequency and content of report is modifiable upon request of customer.
- Remote monitoring of alarms: We provide non-stop monitoring of alarms, which we categorize into small ones that influence operations and major problems. In case of alarm, we perform remote diagnostics, and if necessary, we remove the problem within agreed reaction time. The customer can also choose monitoring of supplementary alarms from other external devices.
- Planned assistance: If the customer requires special assistance, for example with planning or implementation of important configuration changes, or with monitoring of system during shutdown, we prepare relevant expertise which is charged in line with our current pricelist.
