COMPLEX MAINTENANCE SERVICE
Monitor Electric provides 24-hour maintenance service, including software products support, design solutions support and technological expertise.
Our products are used in the automation of technological processes of high importance and in the development of essential information systems, which determines hard requirements to the maintenance service quality. The unique maintenance service technology, which our company have been working out for many years, meets industry requirements and ensures reliable service of our products at all facilities.
We offer flexible maintenance system that can be adjusted to the needs of a customer. Two maintenance service schemes are provided:
1. AUTHORIZED SUPPORT OF THE COMPETENCE CENTER
The scheme is used to provide maintenance service to a local competence center, which exploits Monitor Electric's products and solutions at one or several customer's facilities.
Competence Center is a working team of up to six specialists, who are skilled at information technology and our company products operation.
2. UNLIMITED SUPPORT FOR ALL USERS OF A CUSTOMER
Under this scheme our company provides support to every user of the customer.
Maintenance service can be divided into three groups:
1. BASIC MAINTENANCE PACKAGE
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"Information support"
Consultations regarding Monitor Electric's products and solutions operation activity.
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"CRM-service"
CRM-service (Customer Relationship management) was designed to automatize the process of comments, questions and offers placement, control and management. This technology allows customers to address comments and offers directly to a developer company, getting the opportunity to control feed-back and correction or adjustment work. This helps to save time spent on communication between customer and tech support team. Comments management system is public. Customer has an opportunity to have a look at the whole list of comments/offers that were sent by system users.
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"Update of software information materials"
Customer is given access to software information materials update. The materials are published at a technological website. They include, among other issues, method guidelines for operations staff, documentation, software tools.
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"Consultative forum"
This tool helps customers to find answers to FAQs as well as get advice or consultation from other users, share experience, find typical ways of solving tasks with the help of Monitor Electric software. Tech support team updates forum, publishes news and announcements.
Basic maintenance package services are provided within the warranty period. Minimum set of after-sales services is determined by basic maintenance package.
2. ADDITIONAL REGULAR MAINTENANCE SERVICE
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"Hot line"
A 24-hour service which allows to place emergency request regarding problems with software commercial operations (such as critical failure, emergency).
The basic difference from "Information support" service is that request is accepted and put to work immediately at any time of the day. Emergency requests are given high-priority status and the answer is formulated as soon as possible.
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"Remote monitoring"
Monitor Electric monitors and provides diagnostics of software and solutions using secure remote access to the equipment situated at a customer's site.
Monitoring procedure is discussed at the phase of contract signing. When the monitoring and diagnostic works are over, the tech support team makes a report where they provide information on the current state of the operated complex and offer recommendations on the performance of service activities and settings optimization.
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"Remote service"
This type of service is obtained in package with "Remote monitoring". This service includes performing service activities and settings optimization of the operated complex at a customer's site according to the recommendations which were worked out on the phase of monitoring and diagnostics.
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"Information model update"
Monitor Electric's staff perform customized update of software settings according to the changes in automated technological processes. This service also includes updating of the operated system's informational model.
3. ADDITIONAL ONE-TIME MAINTENANCE SERVICE
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"Maintenance service visit"
Our staff visit customer's site for operated system's diagnostics and for performing service activities.
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"Technological diagnostics"
Our employees perform diagnostics of the operated complex using remote access to the server equipment of the operated complex at a customer's site. Basing on the results of the diagnostics the tech support team makes a report where they provide information on the current state of the operated complex and offer recommendations on the performance of service activities and settings optimization.
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"Technological service"
This type of service is obtained in package with "Technological diagnostics". Monitor Electric team performs service activities and updates settings of the operated complex at a customer's site according to the recommendations worked out at the phase of diagnostics.