After Sales Support Services

Transcription

1 After Sales Support Services 1. Introduction Product Warranty and Support...3 Product Warranty...3 Fault Reporting System...3 Support and Helpdesk Service...3 Maintenance and Repair...5 Non Warranty Repair Charges...5 Remote or Local Update of Firmware Customer Care Summary of Company Management Systems...7 Integrated Company Management Systems...7 Quality System...7 Health and Safety...7 Environmental Management...7 WEEE Compliance...7 HL After sales support services doc Page 1 of 7

2 1. Introduction Since 1985 Hydro-Logic Ltd (HL- now trading as Isodaq Technology) has supplied thousands of data acquisition and management systems to hundreds of clients. These systems often comprise a combination of equipment, field instrumentation, data capture systems and office-based data acquisition and management systems. Many of these systems (including those supplied under the Isodaq brand) although technically quite complex have been designed and manufactured in-house by HL engineers. We always strive to balance the need for affordability with the clients demand for a high quality product and after-sales service to provide uninterrupted reliable operation in the longterm with minimum maintenance and support. The continuing growth of our business since 1985 demonstrates that our attention to detail in maintaining our levels of quality and service has meant we have developed long-term trading relationships with some of the most demanding clients in the UK s water and environmental protection industries. Major clients with whom we have current supply and service contracts in place for more than five years include: British Nuclear Fuels Casella Measurement Environment Agency Environmental Simulations International Dwr Cymru Welsh Water Halcrow HR Wallingford Integrated Environment Technology Group Mott MacDonald Natural Resources Wales Northumbrian Water Scottish Environmental Protection Agency Severn Trent Water South West Water Thames Water Utilities University of Lancaster University of Newcastle Upon Tyne Wallingford Hydro Solutions Yorkshire Water Whether manufactured in-house or bought from other OEM suppliers, all components are carefully selected, tested and sourced from suppliers with a reputation for quality, reliability and support service. Despite the technical complexity of some of our products, HL always strive to provide a consistent level of after-sales support via our telephone helpdesk and ed-based back up from our team of technical specialists. This is backed (where necessary) by our OEM suppliers warranties. HL After sales support services doc Page 2 of 7

3 2. Product Warranty and Support Product Warranty All HL manufactured products have been designed for long-term reliability due to the continual monitoring of the components used, the manufacturing processes employed, vigorous quality control and comprehensive environmental testing. The built-in quality and reliability of our products has enabled us to offer the following enhanced warranty as standard (effective from 1 September 2008): Warranty on new Isodaq-branded units and accessories Warranty on repaired systems 24 months 12 months Terms of the warranty exclude misuse and any other external factors (such as battery leakage). OEM supplier warranties apply to sensors and any other third party items. Extended warranties are available on our own manufactured equipment for an additional period when purchased at the time of order. The cost of this optional extended warranty as a % of list purchase price (before discounts) is: Extending the warranty period by one year to three years in total 10% Extending the warranty period by two years to four years in total 20% Fault Reporting System We have long operated a succession of improved call-logging systems that track issues reported on any of our provided hardware and software products. Our current system allows calls to be viewed and analysed by categories such as product, organisation, individual caller, priority of issue, cause etc. Contact can be received by telephone or during our normal working hours (9am to 5.30pm UK time Monday to Friday excluding Bank Holidays). We guarantee an response providing a summary of the issue and a unique call logging number to track the case. Support and Helpdesk Service Calls are initially recorded by a service desk operative who has specialist knowledge in one or more areas and a good general grounding in handling calls on all our products as well as correct use of our call logging system. Our policy is to transfer higher priority telephone calls to an appropriate expert (when possible) on receipt of the call. HL After sales support services doc Page 3 of 7

4 Support and Helpdesk Service Working Normal Hours: 09:00 17:00 hrs UK London time Monday Friday except Bank Holidays Telephone: +44 (0) Our QA system, maintenance of a fault-reporting database system and excellent MTBF figures has given us a high level of confidence in our product range. We have geared our well-established support desk and repair arrangements to benefit from feedback from the statistics gathered and experience of customer satisfaction via the support desk. Using the service desk is free for all equipment and software under warranty or covered by a current support contract. Callers should be clear as to whether software and equipment is currently under warranty or support before contacting the support desk. The support desk will usually accept calls on equipment that is not under warranty or a support contract, however the service is restricted to brief and basic advice and the call will not be logged or followed up unless a paid arrangement is made. We endeavor to be helpful under these circumstances and often recommend the best way forward (such as a paid maintenance visit from our specialist staff, an estimate for non-warranty diagnosis and repair service at our offices or identification of the most suitable replacement equipment for the particular application). We recognise that individual customers have differing needs and expectations for ongoing support. In addition to the extended warranty options and ongoing support and maintenance contracts, we usually respond positively to those requirements once they become clear. We have also provided cross-references to customers internal call logging systems where issues are initially channeled via another service desk. We are happy to discuss organisation specific Service Level Agreements on call response and resolution. The normal call priority codes and target resolutions are given below: Priority Code Description Notification Response Target Resolution 1 Whole System Failure 2 working hours 2 working days 2 Partial Failure, no workaround 1 working day 3 working days 3 Partial Failure, workaround 1 working day 10 working days 4 Minor Error/Advice Required 1 working day Next Release/3 working days 5 Enhancement Request As Agreed As Agreed HL After sales support services doc Page 4 of 7

5 Maintenance and Repair In the case of hardware, if a problem cannot be resolved on the phone and a repair deemed necessary, the unit should be returned to us or, where possible, an engineer can visit the site. Return to base repairs are handled professionally by the dedicated Isodaq division in Stirling. Non Warranty Repair Charges Repairs are normally return-to-base if in warranty or regarded as out-of-warranty (due to damage in use or when repairs are requested beyond the warranty period). Charges associated with out-of-warranty repairs will either be detailed in your contract of sale or are available on request. Repairs on-site may also be available; charges will either be detailed in your contract of sale or available on request (a standard hourly rate is offered that includes travel and subsistence expenses). Remote or Local Update of Firmware A major benefit of Isodaq s telemetry logger technology is the facility for firmware updates. Outstation firmware updates can be applied remotely via GSM or PSTN, but also applied locally via PC serial-port comms using the Harvest Windows package (this is Isodaq s universal logger and outstation control software). The Harvest software package is downloadable from free of charge with no software licence restrictions. If the client requests us to provide firmware updates under warranty, this service can either be on a return-to-base basis or via remote access to an outstation onsite using HL s own telemetry server. Out-of-warranty, a service is offered for firmware updates via remote access to an outstation using HL s own telemetry server; a price for this service can be provided on request. New firmware versions are released approximately once every six months. HL After sales support services doc Page 5 of 7

6 3. Customer Care HL is dedicated to understanding its customers needs and expectations and actively encourages feedback and interaction. We are committed to providing quality services and products which are delivered with care and expertise to meet the needs of all our customers. We aim to: 1. Deliver what we promise 2. Be recognised by a strong and effective customer care and equality and diversity policy 3. Be adaptable and flexible to meet changing needs. We will put our customers first by: 1. Placing customer satisfaction at the heart of our ISO9001 Quality Management System 2. Providing clear and helpful information and treating them with courtesy 3. Giving them a contact to direct their enquiry, keeping them informed about the progress on their enquiry. 4. Assigning a dedicated project manager to each commission to act as the main point of contact and ensure a first rate delivery on quality cost and programme. Answering the telephone: We aim to answer telephone calls in a maximum of 15 seconds (approximately three rings) Answer in a welcoming and friendly manner say good morning or good afternoon followed by Hydro-Logic We will not keep the caller waiting once we have answered the phone; if it is not possible to take the call, we will explain why, take a name and number and offer to ring back as soon as is mutually convenient We will ask open questions to quickly establish what is required. We will listen actively and reflect back to ensure we have fully understood. Dealing with complaints: Our aim is to deal with potential problem issues quickly and professionally to improve the experience of the customer and reduce the occurrence of formal complaints First impressions are important; we will always be attentive and well mannered, and deal with complaints professionally Be receptive to individual needs Inform the customer of HL s complaints procedure and keep them informed throughout the process Establish and record the details of the complaint, its resolution and any lessons learned All customer complaints are formally reviewed during directors meetings. HL After sales support services doc Page 6 of 7

7 4. Summary of Company Management Systems HL is one of the UK's leading independent consultancy firms specialising in the monitoring and management of water resource, wastewater systems and general environmental monitoring. A summary of our various management systems used to deliver our products and services in the most efficient and environmentally sustainable manner is given below: Integrated Company Management Systems HL has adopted an integrated approach to company management systems that bring together quality, health and safety and environmental management in a single management structure. There are separate policies, auditing and reporting systems for each component. These are described briefly below. More detail is provided on our website at Quality System HL is fully committed to continually improve its Quality Management System (QMS). Our QMS is registered to BS EN ISO 9001:2000. Regular external audits have ensured our continued commitment and adherence to this ISO standard. Health and Safety HL has rigorous and robust health and safety policies to ensure the safety of its staff, company visitors or anybody else who may be affected by our activities. This is operated to satisfy the requirements of Section 2 of the UK s Health and Safety at Work etc Act This is particularly important to our monitoring activities in the field; we are often at clients sites which can be located in remote and sometimes hostile environments. Environmental Management HL recognise that its processes and products impact on the environment, and is committed to continual improvement and the prevention of pollution. HL carries out fieldwork in environmentally sensitive areas and produces environmental monitoring and software. We recognise that processes and products impact on the environment so we are committed to continual improvement and the prevention of pollution, as well as monitoring and reducing the carbon footprint of all Company activities. WEEE Compliance HL is compliant under the terms of the European WEEE (Waste Electronic & Electrical Equipment) Directive and has arrangements in place with a compliance scheme operator for collection and disposal of any equipment covered by this legislation. HL After sales support services doc Page 7 of 7