OPERATIONAL SUPPORT
7 X 24H ON-CALL ORGANISATION
JAG operates an On-Call Organisation which
attends to analysis and rectification of a reported fault within the shortest
possible time.
By way of a Service Level Agreement (SLA), JAG guarantees the quality of service, such as scope of service, availability and response time, as well as speed.
7 X 24H ON-CALL ORGANISATION
7x24H Help Desk
JAG operates a 7x24 h Help Desk, which takes calls and, depending on the fault and plant, either forwards the calls directly to appropriate specialists or arranges a callback.
On-Call Organisation
The On-Call Organisation is composed of specialists from the PLANT CONSTRUCTION and AUTOMATION areas who possess detailed knowledge of the plant and can access the plant's control system remotely at any time.
Ticketing System
The specialists tasked with analysis and troubleshooting use a ticketing system to document the reported fault as well as the state of progress in solving the problem.
Standardised
procedures
The answering and processing or forwarding of calls and provision of feedback to the plant operator are governed by defined standard procedures. All steps are recorded in the Ticketing System.
TROUBLESHOOTING
In the event of faults, our specialists will provide support to you by remote maintenance so that your production system can be restored to normal functioning as quickly as possible.
OBJECTIVE
- Restore system functions
- Ensure plant availability
ADVANTAGES
- Quick analysis and rectification of faults
- Minimum down time
- Maximum availability of the plant
ONSITE TROUBLE-SHOOTING
In the event of mechanical component faults, our servicing technicians will be on site fast.
Troubleshooting is done quickly, efficiently and according to strictly defined escalation criteria.
Software Support
Software support for MES and control systems
Software problems are solved by our specialists via remote servicing or on site.
Services
- Troubleshooting
- Small-scale projects (system expansions, system modifications)
- Processing of unresolved issues
- Performance of guarantee entitlements
IT Support
Remote IT support
For maximum plant availability and reliability, a perfectly functioning IT infrastructure is essential.
We offer tailored services to achieve that.
Services
- Targeted monitoring of system-relevant parameters (hardware, operating systems, applications)
- Long-term observation of parameters to identify possible faults in advance
- Concepts for data backup
- Migration projects
JAG Jakob Ltd
Process Technology
Industriestrasse 20
CH-2555 Brügg
T +41 (0)32 374 30 30
F +41 (0)32 374 30 31
jagpt@jag.ch
Leader in process technology. Engineering and construction of turnkey process plant for the food, pharmaceutical and biotech industries. Plant engineering, basic engineering, plant construction and process automation are all part of our range of services, as too is the implementation of process control technology. Our automation solution and process control systems (MES, SCADA, PLC) are made to measure for the process industry.