Our Helpdesk service is an integral part of the Service Level Agreement and offers direct personal contact to the PROGNOST Customer Support team. Our Customer Support team provides interpretation of the recorded data as well as system operation consultation. Helpdesk enables customers to verify their own diagnoses in a personal discussion and with our expertise available through our certified machinery analysts.
Online access to all data allows our analysis experts to view the same data as you and discuss the findings by phone or email.
Phone Helpdesk “10/5”
Upon phone inquiry our customers receive support from customer support team within one hour of receipt of the phone inquiry during normal business hours, Monday through Friday.
Phone Helpdesk “24/7”
Upon phone inquiry our customers receive support from customer support team within one hour of receipt of the phone inquiry, includes nights, weekends and holidays.
Upon email inquiry sent to our dedicated mail address our customers receive written support by email from customer support team the following day from Monday to Friday between 8:00 a.m. to 6:00 p.m. CET.
- In-depth knowledge supports your decision-making process and helps you achieve your maintenance and operational goals.
- Automatic alarm forwarding to PROGNOST Systems provides expert advise and reports when failures arise.
- Machine operators receive information regarding machine issues without an active request, sometimes even before anyone knows of any machine issue on site.
- Helpdesk with personal support is a valuable resource and provides expert know-how around the clock. Supplemented with remote access to your system it allows fast and efficient advice.