Technical Support

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.

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 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 annual technical support offering, immediate support is now accessible at the push of a button. Each button can be enabled for WiFi or mobile internet connectivity and arrives configured and ready to use.

Service Level Agreements (SLAs)

An annual Service Level Agreement (SLA) can be provided to fully protect your investment and give you ultimate peace of mind, with guaranteed response times. We offer three individual packages, designed to meet your specific operational requirements.

SLA Shields NEW

SLA Benefits

  • Proactive troubleshooting
  • Guaranteed response times
  • Clearly defined key performance objectives (KPOs)
  • More effective planning and incident prioritisation
  • Accurate budgeting
  • Provides a framework for business continuity
  • Value for money
  • System longevity and extended ROI
  • 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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