LASE_Brochure_Customer support_ENG

LASE SUPPORT
LASE support contracts
24h/7d customer and system support
Service Level Agreement - You have the choice, we have the solution!
Rudolf-Diesel-Straße 111
46485 Wesel, Germany
TEL : +49 281 95990-0
FAX : +49 281 95990-111
www.lase-solutions.com

A matter of technology?
As precise as our measuring systems: LASE services
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Remote or on-site maintenance
Regular maintenance is the basis for
highest availability of your installation.
The service technicians of LASE have
access to your installation. Standardized
or individual checklists are created. Our
service technicians will go through these
checklists and check the proper function
of the measuring system. If errors
are detected, repair and correction
recommendations are given. For quick
status analysis of individual sensors
and systems, the technicians use LASE
diagnostic software and adhere closely
to the proven checklists.
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LASE documents
The system descriptions (e. g. operating
manuals, maintenance protocols, service
reports) - and thus the possibility to provide
quick aid with your own maintenance staff
- are always available.
WE ARE THERE FOR YOU.
We will support you in the operation of our measuring systems. The aim of our service offer
is that we are at your side when you need help. Be it that you find an error in the
operation and you cannot find the cause, or be it that you have to exchange a component
and a recommissioning of the measuring system has to be carried out. For a quick and
efficient solution, our highly qualified LASE system specialists will be pleased to be at your
disposal up to 7 days a week and up to 24 hours a day.
Phone Service
Remote Service
On-Site Service
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LASE Remote Service
Remote service is essential for our
customers worldwide. We can be
permanently at your side, no matter if you
are in Australia, Kenya or in Hawaii. For
remote support, a network connection
is required; this can be provided via the
company network or we use GSM modules
to connect to the measuring system. The
security of our communication channel is
of great importance for us.
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LASE on-site service
If there is no possibility to fix the error
remotely, our staff will come to you and will
analyze and fix the error.
With extensive practical experience and detailed knowledge, we process your requests from
start to finish: Each of your support requests is recorded in the LASE support system and
processed until completion.
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Your options at a glance
LASE service – You have the choice!
8h/5d
24h/5d
8h/5d-LASE Support with or without remote support
The 8h/5d-LASE Support provides support by qualified
LASE engineers for 8 hours on 5 days a week
(Monday - Friday). This contract covers the needs
of customers who require high availability of their
systems during the day in a normal working week.
24h/5d-LASE Support with or without remote support
24h/5d-LASE Support provides support by qualified
LASE engineers for 24 hours on 5 days a week (Monday
- Friday). This contract covers the requirements
of customers who need highest availability of their
systems day and night within the normal working week.
Contact with LASE
The service can be requested
and activated via phone or e-mail.
Description of the problem
Once we receive your request, we will forward it to one
of our LASE experts. He or she will contact you directly.
Support by LASE
First of all we try to solve the problem by phone or remote
connection to your measuring system to solve the problem.
On Site Support
If telephone and remote support are unsuccessful, our service
technicians can be on their way to you within 48 hours.
Solution
After successful troubleshooting by our service technicians, the
error log is recorded and stored in the customer-specific history.
24h/6d
24h/6d-LASE Support with or without remote support
The 24h/6d-LASE support offers support by qualified
LASE engineers for 24 hours on 6 days a week
(Monday - Saturday). This contract covers the
requirements of customers who need highest
availability of their systems around the clock during
the working week (extended to Saturday).
24h/7d
24h/7d-LASE Support with or without remote support
The 24h/7d-LASE Support offers assistance by
qualified LASE engineers around the clock on every day
of the week (Monday - Sunday). This contract covers
the requirements of customers who need the highest
availability of their systems daily, even on weekends at
day and night.
Response time
Another point of service is the response time. This means, within which time the LASE service should take care
of the support. You can choose a time frame individually according to your requirements.
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LASE Support around the clock
LASE Support - Details at a glance
Informationen
Service hours*
Mon – Fri, 12 a. m. to 12
Mon – Sat, 12 a. m. to 12
Mon – Sun, 12 a. m. to 12
Description
24h/5d LASE-Support
24h/5d LASE Support with remote service
24h/6d LASE-Support
24h/6d LASE Support with remote service
24h/7d LASE-Support
24h/7d LASE Support with remote service
Product description
The LASE Support Service can be configured individually according to your needs.
You can choose the service hours. When you sign a 24-hour LASE support contract, you can
choose between five-day, six-day and seven-day service support availability. Within the service
hours, you can choose how quickly LASE should respond for first level, second level and onsite
support. First and Second Level Support differ in the qualification of the service staff. In
the case of First Level Support, checklists are used to narrow down and eliminate errors. If the
solution is more complex and a software developer has to take care of the problem, the Second
Level Support will be activated.
8h/5d LASE-Support
Mon – Fri, 9 a. m. to 5 p. m.
8h/5d LASE Support with remote service
First-Level-Support
Response time between 2 and 4 hours
Second-Level-Support
Response time between 4 and 8 hours
On-site-Support
Departure within 48 hours
*Europe/Berlin Central European Time (CET)
Your personal LASE support offer is waiting for you!
LASE Service at a glance
LASE Support during office hours
(8h/5d) or outside office hours
(24h/5d, 24h/6d, 24h/7d).
Response times between 2 and 4 hours for first
level support and 4 - 8 hours for second level
support.
1. Send your request to sales@lase.de
2. We will provide you with an individual offer
This way to get your offer now:
Customer-specific system documentation
including maintenance of
error history.
Or we will make the journey to you
within 48h for on-site support.
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BE BETTER WITH LASE
WE ARE HERE FOR YOU
sales@lase.de
SCAN ME
Rudolf-Diesel-Straße 111
46485 Wesel, Germany
TEL : +49 281 95990-0
FAX : +49 281 95990-111
www.lase-solutions.com