Support & Maintenance
Whether you need to urgently resolve production issues, require general maintenance or ad-hoc system changes, ongoing technical support is essential to safeguard your operation.
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We are committed to ensuring your success and business continuity. As a result, we offer flexible support packages to meet your operational requirements. Our highly skilled support professionals will manage every aspect of your technical support cases to ensure you are up and running again as quickly as possible.
New Smart Support Button for Immediate Response
Costs can escalate quickly in the event of critical system failure, and an effective contingency plan is essential to keep downtime to a minimum. We’re delighted to announce that customers with a Premium or Enterprise support plan can now receive immediate support at the push of a button. Our instant response buttons are enabled for WiFi connectivity, so when you have an urgent support requirement, simply push the button and one of our expert support technicians will immediately respond.
Support Plans
We offer a number of flexible support plans which provide expert technical support and ongoing system maintenance. Our customer service team have the experience and knowledge to ensure your systems run smoothly and in the event of any unexpected system failure, will have you back up and running with the minimum of downtime and disruption.
The following plans are available:-
| Benefit | Essentials | Standard | Enterprise |
|---|---|---|---|
| Service Window | Monday - Friday 08:30 - 17:00 | Monday - Friday 08:30 - 17:00 | Monday - Sunday 00:00 -23:59 |
| Response Times | Level 0 : n/a Level 1 : n/a Level 2 : n/a Level 3 : n/a | Level 0 : 4h Level 1 : 8h Level 2 : 16h Level 3 : NBD | Level 0 : 2h Level 1 : 4h Level 2 : 8h Level 3 : 16h |
| Number of Inclusive Hours | 48 | 96 | 96 |
| Support Channels | |||
| Yes | Yes | Yes | |
| Online Support Portal | Yes | Yes | Yes |
| Online Knowledge Base | n/a | Yes | Yes |
| Telephone | n/a | Yes | Yes |
| Remote Access | n/a | Yes | Yes |
| Remote Monitoring | n/a | Optional | Yes |
For more information on our support plans and how they could benefit you, please contact us or visit the support news article.
Field Service
Protect your operations from disruptive threats such as hardware failure, power outages, incompatible system updates and more. For a rapid and proactive response, take advantage of Astec’s expert Field Service team and keep your operations up and running.
- Rapid field dispatch and emergency breakdown response
- Service milestone tracking and process step guidance
- Troubleshooting and technical support
- Regular system health checks and remedy reports
For further information on our Field Service, or any of our other Support services, contact us.
