Support Services

Whether you need to resolve production issues, require general maintenance or ad-hoc system changes, post-implementation support is essential to safeguard your operation.

NEW for 2018! 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. As part of our on-demand service offering, immediate support is now accessible at the push of a button. Each button is enabled for mobile internet connectivity and arrives configured and ready to use with a bundle of pre-paid support cases, designed to fit your budget.

Available support types

  • Pay As You Go (PAYG)
  • Support and Maintenance Contracts
  • Service Level Agreements (24 x 7 and 9 x 5)

Tailor the support level to suit your needs

  • Essential: web case creation, portal management
  • Enhanced: Telephone support, access to knowledge base and live agent
  • Premier: Annual Site Assessment and Service Centre to take complete care of your operations

To find out more information on your support options contact us or read the SLA news article.

Service Level Agreements (SLAs)

SLA Shields NEW

SLA Benefits

  • Consistent site management
  • More effective planning and incident prioritisation
  • Accurate budgeting
  • Provides a framework for business continuity
  • Better value
  • System longevity and extended ROI
  • Guaranteed response times
  • Single point of contact/Account Manager*
  • 24/7 Tech desk with remote link up*
  • Emergency Response and Disaster Recovery*

*Subject to support package

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.

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