Wabtec Global Services provides 24 x 7 Customer Support and System Maintenance for all of our applications. When a problem occurs, the client places a call to the Wabtec support team. Through a series of troubleshooting questions, Wabtec determines whether the problem is a software or hardware problem. If possible, the problem is fixed over the phone. If further investigation is needed a trouble tracking ticket is opened as sent to the software engineers for resolution. If the problem is a hardware failure, the support team determines if the unit needs to be sent in for service. The Wabtec Service Center ships a replacement handheld specific to that location, within 24 hours, the broken handheld is sent to the Wabtec Service Center for repair.
Support includes:
- Problem resolution in a timely manner as defined by the Service Level Agreement (SLA).
- Regular, automated server checks, maintenance and backups.
- Free software fixes within 45 days of version release.
- Version control and file maintenance.
- Phone attendance and administration to any required project meetings.
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