Remote support has become more accessible and effective in recent years, thanks to advanced tools that allow us to monitor, control, and maintain equipment without the need for an onsite visit. Whether through monitoring systems or remote software, we can help ensure your equipment is maintained efficiently and effectively.

While second-line support is crucial, everything starts with thorough documentation and audits. Our aim is to resolve at least 80% of tickets remotely or over the phone, as long as your team is comfortable collaborating with us in this manner. If your team is occupied or prefers to focus on other priorities, we can arrange for an engineer to visit your site either the same day or by the following day at the latest.

What We Need for Remote Support

To provide effective remote support (unless a monitoring system is already implemented), we will need the following information:

• Equipment Details: Including logs and relevant documentation.

• Problem Description: Symptoms, error messages, frequency of occurrence, and any recent changes.

• System & Network Configuration: Network details and schematics.

• Troubleshooting Attempts: Information on steps already taken to resolve the issue.

• Environment Details: Usage scenarios and room conditions.

• Timeframe: Availability of your team and the urgency of the issue.