We'll care for your solution like it's our own
Our in-house service team are geographically distributed across the UK, to help ensure a low response time to any call-outs. Their technical knowledge of our products and solutions is developed constantly, through close contact with our Engineering and Technical teams at our head office.
Some issues can be fixed remotely – we have this capability via our eWON system, which allows us to respond, diagnose and even repair without having to physically attend site. Remote cover can vastly reduce response and turn-around to fix times whilst also reducing the associated travel and call-out costs.
For long-term care, we have three standard support and Planned Preventative Maintenance packages. The Bronze, Silver and Gold PPM packages allow you to tailor our commitment and response to you, with inclusive travel costs, performance optimisation recommendations, up to 2-hour response times, reporting and as many as 4 service visits per year just some of the benefits.
If the standard packages do not completely cover your requirements, we’re happy to negotiate additional cover with you, for peace of mind.
GOLD SERVICE PACKAGE
Preventative Planned Maintenance – PPM
- We recommend 4 x service visits per annum.
- Technical Support (6am-10pm)-RMGroup engineer will be despatched within 24 hours of the initial telephone call if needed.
- 2 Hr SLA-5% Discount for all spare parts-Designated contact number for out of hours support.
- Full service of your equipment supplied and supported by RMGroup-Back up of programmes taken.
- Maintenance report detailing any issues found and any remedial-work needed.
- Recommendations for optimising performance, longevity and safety, whilst on site.
- Advice on programming, fault-finding other related work, whilst on-site.
- Annual site audit visit from Service Manager
- Monthly summary report. Includes; Average response time, total number of service calls and most reported malfunction.-Includes all travel costs to site.
SILVER SERVICE PACKAGE
Preventative Planned Maintenance – PPM
- We recommend 2 x service visits per annum.
- RMGroup engineer will be dispatched within 48 hours of the initial telephone call if needed.
- 4 Hr SLA-3% Discount for all spare parts-Designated contact number for out of hours support-Full service of your equipment supplied and supported by RMGroup
- Back up of programmes taken.-Maintenance report detailing any issues found and any remedial work needed.
- Recommendations for optimising performance, longevity and safety, whilst on site.
- Advice on programming, fault-finding other related work, whilst on-site.
- Monthly summary report. includes; Average response time, total number of service calls and most reported malfunction.
- Includes all travel costs to site.
BRONZE SERVICE PACKAGE
Preventative Planned Maintenance – PPM
- We recommend x1 service visits per annum.
- Technical Support (8am-5pm)-RMGroup engineer will be dispatched within 72 hours of the initial telephone call if needed.
- 5 Hr SLA-Full service of your equipment supplied and supported by RMGroup
- Back up of programmes taken.
- Full inspection of the systems safety features. Testing safety circuits, emergency stops and conditions of guarding.
- Maintenance report detailing any issues found and any remedial work needed.
- Recommendations for optimising performance, longevity and safety, whilst on site.
- Advice on programming, fault-finding other related work, whilst on-site.
- Includes all travel costs to site.
