Support.
Our Maintenance and Support based on the customer requirements
SUPPORTING YOUR MISSON OF CONSEQUENCE
At Artefaktum we are committed and dedicated people who strive to provide thorough and proactive through-life support of our products and systems throughout the lifetime of our customers’ investment. We understand the importance of being predictable, reliable and innovative in order to minimize life cycle cost and response time. Service and support work is carried out to ensure that you receive high-quality service and support where and when you need it. To meet worldwide customer support requirements, Artefaktum has established an Artefaktum Service Level Agreements (SLAs) program that provides various levels of support that can be tailor-made to meet each customer’s requirement. Please contact the respective division in order to receive more information about each divisions support-concepts. The following is an outline about our support services.
Our Support Concept is a two-step model, consisting of one fixed part and one On- demand part. We tailor every support package to cover each customer’s total support requirements.
The Basic Support Package consists of services considered as continuous and recurring. The On-Demand services offer a wide range of support options. The Basic Support Package is based on a fixed annual fee and will normally consist of the following services:
- Dedicated Point of Contact
- Obsolescence surveillance
- Annual Support Meeting
- Pricelist
- Pool of support hours
- Training
- Field support services
- Remote Support
- Customized needs
The Customer will choose what kind of On Demand Services to include in the basic support package.
The following On-Demand Services may be included as a part of the recurring basic services or they can be ordered separately as an “ad hoc” service. The booking of the different On Demand Services is conducted on the yearly meeting in Q4 or during signing up the agreements of new contracts.
