Monitor Electric products are used in the automation of mission-critical technological processes and the development of key information systems, which imposes stringent requirements on our technical support system.
Our unique service technology, refined over many years, meets industry standards and ensures the reliable performance of our products. We provide both standard, proven SLAs and flexible service models that can be tailored to the specific needs of each customer.
The final agreement can cover a wide spectrum of services, ranging from a hotline and remote monitoring to maintaining the automated system's information model and assuming full responsibility for its continuous performance.
The final agreement can cover a broad spectrum of services, ranging from a hotline and remote monitoring to maintaining the automated system's information model and taking full responsibility for its continuous operation.
Service services
The basic service package is delivered through the service desk and represents the minimum level of services under the post-warranty support agreement.
Consultations on the operation of Monitor Electric products and solutions
Fault resolution requests are given high priority. During troubleshooting, our support team reproduces the issue in their test lab whenever required
Access to updates for software and informational materials published on the support portal, including methodological recommendations, operator instructions, documentation, and software tools
Critical issues related to the industrial operation of our software products (critical failures, emergencies) can be reported 24/7 via the service desk or by phone. Such requests are immediately escalated for review, processed with the highest priority, and addressed in the shortest possible time
Remote monitoring and diagnostics of Monitor Electric products and solutions are performed via secure remote access to the equipment at the customer's site. The monitoring schedule is defined at the time of contract signing. Upon completion, a report is delivered outlining the current state of the system, along with recommendations for service operations and configuration optimization for the customer's operations team
Service operations and configuration optimization for the maintained system are carried out at the customer's sites based on the recommendations generated during monitoring and diagnostics. This service is available as an add‑on to the «Remote Monitoring» service
Adjustment of software product settings in response to changes in the automated processes, including updates to the information model data of the maintained system
On-site diagnostics of the maintained system and service operations carried out directly at the customer's premises
Remote diagnostics of the maintained system are performed via secure remote access to the server equipment at the customer's site. A report is then delivered, outlining the current system status and providing recommendations for service operations and configuration optimization to the customer's operations team
Service operations and configuration optimization for the maintained system are carried out at the customer's site based on the recommendations generated during diagnostics. This service is available as an add‑on to the «Technology Diagnostics» service
