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Service level agreements (SLA)

Enhance the return on your investment with customizable services to cover the entire system lifecycle

Choose a strategic partner for life

Why should you consider an SLA?

Service level agreements (SLAs) are designed to reduce downtime, lower maintenance costs, and increase system availability. Overall, they help to reduce the total cost of ownership and offer long-term peace of mind based on the criticality of your system.

Eurotherm Service Level Agreements

Eurotherm SLAs are customizable to the level of service you need. The agreements can cover support requirements such as:

  • Access to services
  • Speed of response
  • Spare parts and warranties
  • Preventative maintenance
  • Remote diagnostics
  • Onsite technical support

Our support expertise includes:

  • Process control and automation
  • Data management
  • Power management
  • Communications
  • Cybersecurity
  • Compliance with industrial regulations

Choosing Eurotherm as your strategic partner can help you to get the best value for money throughout the lifecycle of your system and beyond.

What does an SLA cover?

The benefit of a Eurotherm SLA is that it is can be adapted to cover the type of support you need. You can pre-book resources to aid production planning and define the level of support and response time required. Your chosen services are packaged together in the SLA to help keep your plant up-to-date and running, today and into the future.

 

How can an SLA improve your return on investment?

An SLA is designed to deliver value for money by helping to maintain system reliability and process performance throughout the lifetime of your automation system. Based on a shared understanding of your process and industry requirements, we work with you as a trusted partner to maximize the value of your assets. Just like Eurotherm engineered solutions, a Eurotherm SLA offers much more than a ‘standard service’ as it is made to fit your process based on a proven range of support services, providing a cost-effective approach to manage and mitigate technical, operational, and regulatory business complexities.

Choose from support services including:

  • Telephone technical support
  • Remote access
  • Software updates and enhancements
  • Hardware maintenance
  • On-site technical and breakdown support
  • Lifecycle management
  • Training and consulting
  • Parts management
  • Future-proofing strategies
  • Predictive diagnostics
  • Calibration traceable to national standards
  • Thermal Uniformity Surveys (TUS)
  • System Accuracy Tests (SAT)
  • Qualification/Validation to ISPE GAMP 5 engineering guidelines
  • Discounts on future purchases

Future-proofing through an SLA

For customers operating in a rapidly changing environment, a bespoke SLA can provide a flexible support model to cover evolving needs coming from new markets, technologies, and operational situations.

  • Future-proofing services can include:
  • Managed software and hardware upgrades to keep up with the latest operating systems
  • Managed hardware and software patch updates to help maintain asset performance
  • Cybersecurity enhancements for improved resilience
  • Up to 100% discount on future upgrades on Eurotherm software licenses

A Eurotherm SLA can be adapted to your requirements from the following types of services:

Remote support

  • Local and global call centers
  • Online support
  • Standard business hours support
  • Emergency 24×7 support
  • Dedicated support team
  • Technical account manager
  • Periodic performance reviews

Software maintenance

  • Software version upgrades
  • Software maintenance updates
  • Test system license discount
  • Application clone service
  • Software patch management to cybersecurity IEC 62443 standards

Hardware maintenance

  • Module reserve program
  • Material exchange program (MEP)
  • Parts management service
  • Spare parts discounts
  • Calibration services

On-site support

  • Corrective assistance
  • Minimum response time commitments on-route within 4 hours (where available)
  • Preventative maintenance and disaster recovery
  • Resident service engineer
  • Custom application support

Training and consultancy

  • Product and system training
  • On or off-site training
  • Classroom based training in theory, practical and virtual environments
  • Future training discounts
  • Site engineering discounts
  • Prepaid service days

Lifecycle management

  • Upgrade roadmap planning
  • Upgrade migration planning
  • Change control management
  • Engineering to ISPE GAMP 5 guidelines
  • Data lifecycle management

Comprehensive services with flexible options

Wrapping your valuable assets in flexible services designed to maintain and optimize system performance throughout the system lifecycle helps to:

  • Protect critical investments by effectively maintaining hardware and software systems
  • Maximize asset performance by reducing downtime and increasing performance levels
  • Reduce total cost of ownership through innovative upgrades and flexible funding options

Let Eurotherm become your strategic partner

Contact your local representative

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