Support Packages

Plantstats offer a complete package of support services designed to ensure you always have someone to turn to for help and advice when you need it.

Our Support Philosophy

The Plantstats systems that you have installed will make a significant contribution to the overall profitability of your company – that is why you chose them. We are aware of the importance of these systems to your business and the necessity of offering a rapid and expert support service to minimise the hidden costs of system downtime.

Expertise

Our support team are experts and as well as working with our own Plantstats systems, they have extensive knowledge of corporate computer networks and operating systems, production processes and production line equipment.

This combined knowledge gives you the opportunity to access a one-stop-shop for fault diagnosis leading to much quicker problem resolution.

Software Maintenance and Support Contracts

A support contract with Plantstats is the most cost effective way of keeping your software up to date and ensuring that any problems are resolved in the quickest possible time. A support contract gives you peace of mind and provides:

Priority Support

Plantstats provide support by telephone, email and by remote computer connection using WebEx or a VPN connection. Remote computer connection permits Plantstats support staff to take over your computer / server providing a virtual on-site engineer permitting an immediate investigation and much shorter fix time. To ensure client confidentiality and security remote connection must be authorised on each occasion by the client. In the event that Plantstats cannot effect a resolution by any of the above means a support engineer will visit site. As standard, support is provided between the hours of 09:00 and 17:00 Monday to Friday excluding bank holidays unless otherwise agreed. Response time is 8 working hours – in practice this is usually less than 2 hours.

Software Upgrades

We are constantly developing our software to keep our products up to date and ensure products incorporate the new features our clients’ require. Software upgrades to the latest version of your system are offered free of charge providing you with valuable new features as soon as they become available.

Additional Purchases

Plantstats offer discounts on the purchase of additional modules for your existing system and on other products provided by Plantstats.

Knowledge Base

Clients with support contract have full access, via the Plantstats website, to our knowledge base which provides detailed information on how to resolve common non-critical problems.