As supplier and service partner for complete logistics installations InnoLOG® is first choice as contact person for disturbances of each type.
And that's how it should be, because our programs control complicated processes and visualize complex material flows. Therefore all disturbances will be captured in our systems and displayed systematically in real time, even if the causes are outside our scope of supply.
With our hotline we put the focus on competent technical personnel, who has a particularly trained view for the complete system. Thus our hotline can stand to the side with advice and act also with the co-ordination and recovery of complex installation disturbances.
Disturbance levels
We differentiate three categories of malfunctions:
A)
Plant or machine downtime
Mo.-So. 0:00-24:00 h (365 days/year)
Response time within 15 minutes
B)
Operational malfunctions
Mo.-Fr. 9:00-17:00 h (on workdays NRW / Germany)
Response time within 24 hours
C)
Consultation and questions
Mo.-Fr. 9:00-17:00 h (on workdays NRW / Germany) Hotline- / Mail- / FAQ-Support
First-Level-Support
Together with the customer the First-Level-Support circles the problem professionally and determines the suitable contact person.
The First-Level-Support makes purposefully the connection to the technical support and worries independently about all warranty and guarantee questions.
Second-Level-Support
Different methods are available for the specialist from our service team for a rapid and efficient elimination of errors:
Telephone instruction of the operators locally
Remote maintenance and support by ISDN, DSL or VPN
On-site exchange of components and systems by qualified specialized enterprises
Repair employment locally inclusive installation of spare parts and start-up by InnoLOG® technicians
Servicing contract
Basis of an optimal and purposeful support is the appropriate servicing contract, with which a purposeful project documentation takes place. There all customer data and installation parameters are deposited, so that they are available directly with a support call. These documents are always current and contain emergency copies, machine parameters and important configurations, which can be brought again if necessary into the installations also on-line and by remote maintenance directly.
As supplier and service partner for complete logistics installations InnoLOG
