Corrective Maintenance (SLA)

Otomatica offers corrective maintenance agreements with response times up to four hours – excluding special cases – in the facility infrastructures it has digitized end-to-end and in the Critical Facilities it has digitalized through alarm, monitoring, decision support and various management systems by converting data into value-generating information.

Support is provided to the operation teams using various methods through cascaded structuring and a 24 x 7 access line. The agreements are created in accordance with customer-specific requirements such as physical access to the site, online access and support through trained local staff.

Calls directed to Otomatica through the 24 x 7 access line or the “Helpdesk” software are received by the assigned staff and forwarded to the person with knowledge on the site or the system depending on the customer agreement. The site is diagnosed through physical or online access. The source of deviation observed by the operation team is usually different from the root cause of the alarm or alert.

Once the root cause is identified, if it is rooted in the system, hardware or software provided Otomatica, the problem is resolved as soon as possible by accessing up to the Platform level. If it is rooted in the products or software of suppliers other than Otomatica, the required diagnosis and ancillary information is shared with the operation team and help is provided for initiating the correct administrative and service escalation.

The Otomatica “Helpdesk” software logs the failure reports and tracks the failure lifecycle through 24/7 technical support. The generated failure logs constitute know-how based on root causes and resolution methods. Update projects are developed with the customer regarding recurring problems or aging software and devices.