Support & Administration

Preparation, installation, operation, preventive measures - iTAC support begins with the installation of the iTAC.MES.Suite on-site and goes far beyond going live with the standard MES software. 

Support is necessary not only in the event of a problem, but also whenever scheduled or unscheduled changes occur outside of the iTAC.MES.Suite. Operating system updates, software version changes and changes within the internal IT environment are just a few examples which could impede smooth operation of processes even though the MES software continues to run 100% correctly.

We support our customers with their processes by phone, e-mail or remote control – 24/7. As a result, anomalies or machine downtime can be analyzed and rectified very quickly.

In addition to the software solution itself, it is the services that we provide for our products that distinguishes us from other providers. 

We accompany you during all stages and ensure problem-free processes.

Even before beginning a project, we analyze and evaluate the operational requirements such as IT environment, network, machinery, etc..
The detailed documentation of all work steps prior to and during installation is a valuable aid and essential for 1st, 2nd and 3rd level support. 

We generally perform the initial installation on-site – however, the iTAC.MES.Suite standard software also allows us to carry out installation via remote control. 
 

Service and 24/7 support have always been of great importance to us.

Different support classes have been established for support and maintenance contracts. Whether you require support Mo – Fr from 9 – 5 or 24/7, we will provide you with an individual support package.

Early on in the process, iTAC trains Key Users (first level support). Ideally, these are individuals who have been involved in the project since the system was implemented. The importance of having qualified people in-house should not be underestimated. 

Serving as the first contact point in the company, Key Users can provide fast assistance to their colleagues on-site.

With iTAC’s second level support, Key Users receive explanations of more sophisticated functions by phone or, if necessary, iTAC can directly access the customer’s system. To prevent problems, our support experts inform our customers whenever new service packs could lead to issues and problems. 

Third level support involves developers and highly experienced system experts from iTAC. Thanks to their extensive experience, they are able to isolate and resolve queries quickly and accurately.

Our support staff is based worldwide and available 24 hours a day, 7 days a week wherever you are.

For us, support also includes the support for and during the execution of updates and upgrades.
Our team will work together with you to define all stages of an update scenario and will include them in a statement of work document.

Suppliers today cannot afford any type of delay. This is why we at iTAC test all updates and specify time requirements for all tasks.

Only in this way can it be ensured that times are kept as short as possible in the event that the system must be shut down.

We can either perform or support updates on-site or, if requested, via remote control.

The advantages are obvious:

  • Productivity is ensured
  • Risks are minimized
  • Time is optimized
  • Clear responsibilities

We provide real support – problematic updates are unheard-of at iTAC.

In times when an interruption in a production line of just a few minutes can cost several thousand euros, preventive measures are essential. 

Our virtualized server test environment enables us to build a 1:1 replica of an existing customer installation. We are able to test all hot fixes, updates, system extensions, operating systems and operation system patches in advance.

These test simulations help to ensure consistent quality while simultaneously saving time.
Consultation meetings and system briefings are a matter of course.

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