Online Technical Support
We keep your measurement systems available, accurate, and compliant. Our support covers CMMs, vision machines, laser scanners, laser trackers, industrial CT (computed tomography), and related software. All requests are centralized in a ticketing portal with full traceability, secure remote access, and a dedicated phone line. We handle hardware/software incidents, application questions, programming, and reporting, with clear SLAs and escalation to on-site service when required.
Technical Assistance
Register requests, attach logs/CAD/photos/videos, and track status in real time. Each ticket records history, assigned staff, deadlines, comments, and decisions to ensure end-to-end traceability. Email notifications keep stakeholders informed at every stage, and service quality can be rated at closure.
Secure Remote Support
Immediate help via auditable, secure remote connection (VPN or corporate agent). We diagnose errors, tune parameters, update post-processors, correct routines, and validate results without travel. Sessions are end-to-end encrypted, require explicit client authorization, and are fully logged—cutting hours per incident and reducing downtime.
Dedicated Phone Line
A direct channel for quick triage and urgent clarifications. A qualified technician captures symptoms, prioritizes the ticket, and suggests first-response containment actions. Critical calls automatically generate a ticket for remote follow-up or on-site scheduling.
SLAs and Response Targets
We define service levels—first-response time (FRT), update cadence, and target time to resolution (TTR)—based on issue criticality. Urgent production issues follow a fast-track path; development requests follow an agreed plan. Key KPIs (SLA compliance, lead time, closure rate, satisfaction) are visible on the client dashboard for full transparency.
Reporting and Traceability
Dashboards show open/closed tickets, areas (hardware, software, 3D printing, metrology), weekly trends, and average ratings. Each intervention logs attachments, time spent, replaced parts, and actions taken. Monthly PDF/Excel reports support ISO/IATF audits, management reviews, and continuous improvement.
Knowledge Base and FAQs
We maintain practical articles with validated solutions: procedures, checklists, routine calibrations, alignments, backups, and best practices. Access is available via search or QR codes on the machine—standardizing methods across shifts and speeding up recurring resolutions.
Support Packages and Contracts
Choose hour bundles or contracts (Standard, Plus, Premium) that include remote service allowance, travel discounts, periodic health checks, and system audits. Options include preventive programming, targeted training, and optimization visits—right-sizing coverage to your production needs.
Security and Compliance
Remote access is session-limited, TLS-encrypted, and logged for audits, fully aligned with client IT policies. Measurement and CAD data are handled confidentially and only for support purposes. NDAs are signed when required, and we follow corporate cybersecurity standards..
Escalation to On-Site Service
When remote support isn’t enough, we dispatch technicians with the right parts and tools. They arrive with a preliminary diagnosis to reduce downtime. At closure, we deliver an intervention report, recommendations, and, if applicable, an updated maintenance plan to prevent recurrence.
Coverage, Languages and Hours
We support clients in Portugal and Spain with a bilingual PT/ES team (EN available). Extended weekday hours are standard, with optional enhanced coverage for critical lines under contract. Local presence ensures fast response and on-the-ground expertise.
Need more information?
Schedule a demo and discover all the advantages in a practical and personalized way!