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Customer care

Remote Technical support
to the Customer

Cluster Description

Troubleshooting: IMA Life technical engineers will give immediate phone support and accomplish a first analysis of the issue (investigation, diagnosis and potential solution)

Remote connections: IMA Life technical engineers can access the machine system for diagnosis

Sharing Information: All the information and requests will be shared with the Customer by using a unique communication matrix (i.e. via Customer Service Portal and HDA)

Focus on:
24/7

Remote Technical support to the Customer available 24/7

Value and benefits

  • Reduced machine down-time via fast diagnosis of the issue thanks to IMA internal technical Customer Care specialists
  • Direct access to IMA Engineering Technical Department for deeper analysis&root cause
  • Historic technical data documentation immediately available for consulting
  • High level of expertise available for whole IMA equipment range
  • *Help Desk Advance (HDA) tool allows to monitor the in-progress requests status in real time. Customer closes the tickets and gives a feedback on the service provided (* available for Customer Service Portal users)
  • Possibility to choose between customized packages OR billing per ticket

Service Product description

Troubleshooting: IMA Life technical engineers will give immediate phone support 24/7 and accomplish a first analysis of the issue (investigation, diagnosis and potential solution).

Remote connections: IMA Life technical engineers can access the machine system for diagnosis

Back office (Customer Care): in case an immediate solution is not possible, the request will be immediately recorded in our managing system with highest priority and managed by equipment specialist

Sharing Information: All the information and requests will be shared with the Customer by using a unique communication matrix (i.e. via Customer Service Portal and HDA)

Focus on:
Corrective Maintenance Solutions

Fast reaction time for IMA engineer specialists on-site support

Value and benefits

  • Machine downtime can be very costly and can make it hard to meet production targets, especially when it is sudden or unscheduled
  • To minimize or even avoid this stop in production, we offer routine on-site health check-ups&interventions on your equipment followed by maintenance skilled engineers
  • Interventions scheduled at Your convenience
  • IMA can propose a wide range of customized Preventive Maintenance Agreements based on OEM maintenance plans

Service Product description

On Maintenance Overhaul

  • 1 visit to check and inspect equipment to prepare overhaul execution performed by IMA technical specialists (it can either be performed during Line Audit)
  • Technical report: equipment condition and recommendations to bring back equipment to original performance conditions
  • Spare-parts will be delivered on time for maintenance intervention
  • Maintenance interventions to be performed by IMA technical specialists following OEM maintenance plans&checklists
  • After equipment maintenance a proper testing will be executed prior to re-start Customer production

Focus on:
Remote Assistance/Connection

Fast response: on-site assistance can be replaced by remote intervention

Value and benefits

  • Fast response: on-site assistance can be replaced by remote intervention.
  • Budgetary quote submitted at the signature of the agreement, so possibility to foresee a budget for emergency remote connections
  • Time for negotiation reduced to zero
  • Save money: no travel expenses, the customer pays only the actual time needed for the intervention (connection package)
  • Every intervention is preliminary agreed with the customer
  • Minimization of machine down-time
  • Connections/support invoiced according to real hrs spent

Service Product description

  • IMA Customer Care specialist will remotely access to equipment for checking stored data make troubleshooting and install new software update (if needed and agreed)
  • User traceability: each router is provided with a specific certificate and is regularly registered.
  • Use on-demand: The router is normally switched off, and turned on by Customer only when a Remote Assistance intervention is required
  • OpenVPN is used to create a secure, encrypted, geographic private network: no change required to the customer’s firewall.
  • The VPN Server is managed by IMA, it has a built-in stateful-inspection firewall, and acts as unique connection point between IMA operators domain and the router domain.
  • Complete report: technical report submitted after connection