Support is run from two operations centres, in Rotterdam and Singapore, which together provide continuous cover. Calls are answered by engineers who have access to the design documentation for your system, not by a triage desk reading from a script.
What is included
- Defined response and restoration targets, agreed per asset class rather than site-wide
- Remote diagnosis and correction, with your approval required for any change to live logic
- On-site attendance where remote work cannot resolve the fault
- Spare-part holding and rotation, reviewed against actual consumption
- Quarterly service review covering incidents, root causes and open recommendations
How the agreement is structured
Coverage is priced against the assets you nominate, so you can start with the lines that matter most and extend later. There is no minimum term beyond the first year, and the quarterly review is the point at which either side can raise a change.
Escalation
Every agreement names the engineer who owns escalation and the manager above them, with direct contact details. If a fault is not moving, you should not have to discover who to call.