Support & Maintenance
An essential part of Shere’s customer proposition is a commitment to support and maintain its installations. Even though the systems lead the industry by achieving an uptime of over 99%, faults of course can still occur. Therefore Shere offers a comprehensive support and maintenance service as follows:
Automated fault identification – Shere’s installations are connected via VPN links to the Company’s Helpdesk and also the customer’s operations department. This allows the applications to identify immediately faults that occur during operation and report them to the Shere helpdesk and the appropriate field engineer.
Helpdesk – Shere has a telephone helpdesk available to customers between 4am and midnight 364 days per year. The helpdesk provides a first line support service but also can call out Shere’s field engineers if required. All calls are logged and tracked. This ensures that faults are fixed as quickly and efficiently as possible and provides a comprehensive database for management reporting and analysis. The helpdesk is able to connect to all customers via Shere’s VPN. Helpdesk staff have the facility to take control of the installed machines remotely and in most cases can rectify the faults that occur.
Field Engineers – Shere’s field engineers cover the UK and are equipped with mobile computing and communications technology. This allows them to interface with the helpdesk at all times and to update Shere’s call logs automatically.
