Service Level Agreement (24/7)
Users have different needs so we offer a variety of agreements all of which can be tailor made to our customer's requirements:
- Direct access to systems experts
- A clearly defined response time
- An SLA can be agreed as a Global agreement covering multiple sites with plant-specific agreements
- Local, single location or area specific SLA’s are all possible within ATS’s flexible agreement structure
- Global Help Desk support
- Telephone Support
- Guaranteed response times for both telephone support and on-site response
Coverage
The client is offered a choice of options, depending on the required level of service in hours per day and days per week.Cover in Australia, Europe, North America and Africa
- 24/7: (24 hours per day / 7 days per week)
- 24/5: (24 hours per day / 5 days per week)
- 16/5: (16 hours per day / 5 days per week)
- 8/5: (8 hours per day / 5 days per week)
- or other combinations.
Response Time
The service is provided within the agreed response time. This service can be offered through telephone support, remote access having the appropriate ATS expert on-site, or a combination, depending on the situation assessment, example:- 20 minutes: Remote assistance per telephone
- 20 minutes: Remote access support
- 2 hours - On-site assistance
- or other combinations
Hardware, software & equipment Expertise
As manufacturing facilities often have a large variety of hardware, software and other plant equipment, the following levels of support will be defined:- Required level of support expertise
- Required technology coverage
- Generic software coverage
- Generic hardware coverage
- Specific hardware or software
- Equipment not delivered by ATS
- Single, multiple or global site coverage
- Spare part inventory
Language Support
The client can expect our support team to speak several languages:- English
- French
- German
- Dutch
- Spanish
- Czech
- Polish
- Serbian
- etc.
