Engineering

Technical Support

Our team of experts has many years of experience and is here to help you with all your technical support needs. We can interact via e-mail, telephone, remotely and physically, whichever method is most suitable. We can help with the following:

  • Diagnostics
  • Troubleshooting
  • Action Plan devising and implementation follow up
  • Fly & Fix
  • Technology Vetting
  • Obsolescence management
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Field Engineering – Break Fix

Our capabilities range from straightforward field interventions to third level support on behalf of our customers.

 

  • We can act as Third Level Support to the customer’s technical hotline.
  • Our operations run 24x7x365.
  • We are supporting our customers’ field force when they require extra engineers or different skill sets.
  • Vast experience of our Technical Specialists who have been working on the products for over 30 years.
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Training

Whether your company is looking to refresh its engineers’ knowledge or to expand into new areas, we can help you with our Training services.

We provide the following training:

  • Beginner’s training.
  • Refresher training for new engineers of our customers or for new platforms.
  • “Train the trainer”: we understand that it not always practical to send several engineers to attend a training course so we can organise a “Train the trainer” course for you.

Training sessions are carried out at our Witney premises in our specially designed training suite or at your or your partner’s premises.

We will provide the training machines, whether at our premises or on customer site (access and environment dependent for bigger equipment).

Engineers who attend our courses will, on successful completion, receive an IME certificate, as well as their course book.

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Remote Support

We use our bespoke software using SNMP (Standard Network Messaging Protocol) traps, a universal protocol.

The system works thanks to a “Dial home” service: the service performs monitoring (heartbeat) on the machines and relays error messages on registered machines.

The system works through a secure connection which does not compromise customers’ networks: it does not modify, change or invalidate any software/hardware or warranties on machines.

It works through a secure connection which does not compromise customers’ networks: it does not modify, change or invalidate any software/hardware or warranties on machines.

This is a 24x7x365 service.

In terms of evolution, the software is in constant development through our Research and Development facility.

We are actively looking at innovative ways to develop our software so we can improve our solutions.

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