Remote Emergency Support & Ongoing Maintenance Plans
Customer Service – One of our Top 10 Values
In order to fulfill this value, all of our projects involving programming and PLC receive three months of our Gold Level Support after the completion of a project. This allows customer and end-users to easily receive support as they utilize their new system.
We offer three levels of Remote Emergency Support and three additional levels of Remote Emergency Support with Ongoing Maintenance Plan Options.
Support and Maintenance Plans are only available to projects completed by Systems Automated.
REMOTE EMERGENCY SUPPORT PLAN OPTIONS
- Bronze
- Silver
- Gold
Bronze
- Support available 8 hours per day, 5 days per week, 7:00am-3:30pm CST, Monday – Friday
- Response time within 1 business day pending receipt of a purchase order for the 4-hour minimum charge
Silver
- Support available 24 hours per day, 7 days per week
- Response time most often within 2 hours
Gold
- Support available 24 hours per day, 7 days per week
- Response time most often within 2 hours
- No minimum charge
ONGOING MAINTENANCE PLAN OPTIONS
- Platinum
- Titanium
- Diamond
Platinum
-
- The Platinum Plan includes all the benefits of the Emergency Gold Plan Support as well as Semi-Annual
- The ControlPoint Semi-Annual updates include:
- Proactive Health Checks:
- Application performance and logs to preemptively identify potential issues
- Scheduled Maintenance:
- Pre-Planned Maintenance windows for updates, patches, and upgrades to minimize operational disruption
- Critical Security Updates:
- Priority patches to address vulnerabilities that could compromise data integrity or system security
- Performance Tuning:
- SQL query optimization, indexing, and adjustments to database configurations to ensure fast and efficient database access
- Database health checks:
- Routine evaluations of database performance, table usage, and error logs
- Data Integrity Maintenance:
- Tools and check to maintain data consistence, such as identifying and resolving orphaned records or referential integrity issues
- Data Restoration Assistance:
- Support with data recovery if the system needs to restore from backups, providing guidance on minimizing data loss
- Proactive Health Checks:
- The ControlPoint Platinum plan also includes:
- Annual updates and coverage for the following criteria:
- Technical Documentation
- Providing up-to-date architecture diagrams, system documentation, release notes
- User and administrator training
- Training to keep technical and operational teams proficient with system features, recent updates, and best practices
- per year for each material handling system and includes all hourly support
- Technical Documentation
- Annual updates and coverage for the following criteria:
Titanium
-
- The Titanium Plan includes all the benefits of the Emergency Gold Plan Support as well as Quarterly
- The ControlPoint Quarterly updates include:
- Proactive Health Checks:
- Application performance and logs to preemptively identify potential issues.
- Scheduled Maintenance:
- Pre-Planned Maintenance windows for updates, patches, and upgrades to minimize operational disruption.
- Critical Security Updates:
- Priority patches to address vulnerabilities that could compromise data integrity or system security.
- Performance Tuning:
- SQL query optimization, indexing, and adjustments to database configurations to ensure fast and efficient database access.
- Database health checks:
- Routine evaluations of database performance, table usage, and error logs.
- Data Integrity Maintenance:
- Tools and check to maintain data consistence, such as identifying and resolving orphaned records or referential integrity issues.
- Data Restoration Assistance:
- Support with data recovery if the system needs to restore from backups, providing guidance on minimizing data loss.
- Proactive Health Checks:
- The ControlPoint Titanium plan also includes:
- Semi-annual updates and coverage for the following criteria:
- Technical Documentation:
- Providing up-to-date architecture diagrams, system documentation, release notes.
- User and Administrator training:
- Training to keep technical and operational teams proficient with system features, recent updates, and best practices.
- Technical Documentation:
- Semi-annual updates and coverage for the following criteria:
Diamond
-
- The Diamond Plan includes all the benefits of the Emergency Gold Plan Support with the added support of onsite response within 2 business days and Monthly
- The ControlPoint Monthly updates include:
- Proactive Health Checks:
- Application performance and logs to preemptively identify potential issues.
- Scheduled Maintenance:
- Pre-Planned Maintenance windows for updates, patches, and upgrades to minimize operational disruption.
- Critical Security Updates:
- Priority patches to address vulnerabilities that could compromise data integrity or system security.
- Performance Tuning:
- SQL query optimization, indexing, and adjustments to database configurations to ensure fast and efficient database access.
- Database health checks:
- Routine evaluations of database performance, table usage, and error logs.
- Data Integrity Maintenance:
- Tools and check to maintain data consistence, such as identifying and resolving orphaned records or referential integrity issues.
- Data Restoration Assistance:
- Support with data recovery if the system needs to restore from backups, providing guidance on minimizing data loss.
- Proactive Health Checks:
- The ControlPoint Diamond plan also includes:
- Quarterly updates and coverage for the following criteria:
- Technical Documentation:
- Providing up-to-date architecture diagrams, system documentation, release notes.
- User and Administrator training:
- Training to keep technical and operational teams proficient with system features, recent updates, and best practices.
- Technical Documentation:
- Quarterly updates and coverage for the following criteria:
