Our onsite support includes:

• A 24/7 Call-Out
• Alarm monitoring
• Automation of data collection for early-stage issue detection and rectification
• Minimize downtime and breakdowns
• Optimization of process with your Process Team.
• Small project executed without affecting your permanent staff.
• Back-ups of existing Control System Software. Both PLC and SCADA.
• Onsite assistance with forward planning and design of new systems.
• Training of local Engineering Staff on the Control System.
• Easy and open communication with our Johannesburg Office for quick supply of any Control System hardware.
• Telephone/Internet Support
• Fly-out support on the next available flight
• Weekly/Monthly/Quarterly/Annual System Backup and Evaluation.

Three-Tier Onsite Support System

Our onsite support can be broken down into three tiers that allow us to offer a more hands-on support service within each respective area:

• Proactive Support – Due to our quest for lower MTTR we conduct regular monitoring and diagnostic procedures and ensure a 24/7-support service to minimize downtime should issues occur.
• Preemptive Support – By integrating our software applications we are able to compile valuable information that indicates any regression or interruptions in processes, allowing us to provide a preventative support to our clients.
• Assisted Support Automation – We provide our clients with automation procedures, development of expansion projects and as well as assistance in design process and technical specification.

 

Service Level Agreements (SLA’s)

4Sight OT Automation offers Service Level Agreements (SLA’s) where we are responsible for maintaining all equipment and software programs.

The after sales service on the systems which we supply includes:

• Programming
• Maintenance
• Repairs and
• Upgrading

Our SLA contract also includes 24/7 telephonic support. You as client can thus have the peace of mind that we will be on site to assist you should any problems arise.

It should be noted that the Service Level Agreement entails that the training being done by 4Sight OT Automation are only available to those (companies) that make use of our services.                 

Service Level Agreements (SLA’s) can best be described as documented agreements between 4Sight OT Automation and our customers. Basically, Service Level Agreements aims to create a mutual understanding between 4Sight OT and its customers. It helps to clarify what each party can expect from the other; the role of each party concerning the particular agreement that was concluded. Responsibilities, services, and priorities are thus all embraced within Service Level Agreements.

 Service Level Agreements can be seen as a very effective tool through which communication takes place between 4Sight OT and our customers. This means of communication is known to be the most efficient when it comes to doing business. Disputes and conflicts can easily be settled by simply having a quick glance through the Service Level Agreements. 

Service level agreements should only serve as a reference for both 4Sight and the customer should there arise some kind of serious problem. It is not necessary to refer to the Service Level Agreements when dealing with small things that occur on a daily basis and can be solved without much drama. Both 4Sight and its customers should subsequently regard Service Level Agreements as a base to be built upon and extended to keep both parties happy for as long as a business relationship is ongoing.

Something that not all people are aware of concerning Service Level Agreements is the fact that it can be adjusted and updated at any time; it is thus not a fixed document that can never be changed ever again. Both 4Sight and you as our customer are able to review the Service Level Agreements from time to time. Changes can be made if both parties agree on it. These can include any of a number of things.  

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George Muller   This email address is being protected from spambots. You need JavaScript enabled to view it.