For our support we have developed a tailored service concept that regulates in great detail the handling of problems and especially the related response time.
After warranty with free support has expired we offer a transparent and low-cost service level agreement. During service hours our plek hotline reacts within one hour of being notified of a problem and will try to solve it briskly via phone and/or remote access. Replacement parts are ready for shipping within a couple of hours. If necessary, an appointment on-site can be arranged within short notice. The service level agreement contains a flat rate fee; without the agreement service charges are calculated by time and effort.
The plek staff are available by phone during service hours Monday to Friday from 9:00 a.m. to 5:00 p.m. CET (Central European Time). Any enquiries made outside these hours (left on our answering machine) will be dealt with the following working day at 10:00 a.m.
Each plek machine comes with internet remote access capabilities, through which regular software updates can be installed and processing data can be analyzed. During operational errors program parameters can be adjusted for diagnosis and correction, the movement of the machine may also be remotely controlled.
The plek service team can be notified of problems by phone or e-mail. To keep the response time to a minimum the machines are able to send automatic “bugreports” via e-mail to plek if certain errors arise during operation.
Furthermore, a hotkey is available, that makes it possible to write an e-mail to plek directly from the plek pro program in order, for instance, to order parts or resolve problems.