Support

support

EMR Integrated Solutions boasts a fully-accredited and technically-qualified team of service desk and field engineering staff, to manage and resolve your support queries in a timely fashion. We have a range of support packages available, designed to meet every organisation’s requirements and budget.

EMR partner credentials include; 4RF, Brodersen, Ericsson, Ignition (Inductive Automation), NEC and Net Insight.

See our full list of partners.

 

  1. Support Basic
    SUPPORT BASIC SUMMARY

    The Support BASIC service plan offers technical support and warranty returns for customers where technical incidents may only have a minor impact on their business.

    SUPPORT BASIC FEATURES
    Remote Technical Support
    Remote technical support via phone time, is available between 9:00am and 5:30pm GMT/BST, Monday to Friday excluding RoI statutory public holidays and provides operational assistance including answers to technical questions, system operation help and software maintenance issues.  It includes:

    • Telephone support response to a service request
    • Problem logging
    • Diagnostic fault isolation
    • Assistance with problem identification by providing technical advice, and troubleshooting to verify causes of suspected errors or malfunctions.

    Hardware Replacement
    On completion of remote diagnostics, if a faulty part is identified, a replacement part will be supplied. The hardware replacement is dispatched within 1 working das.

    Customer Self Installs
    Customer self installs part without assistance from EMR

    Remote Software Patches
    Reactive provision of manufacturer’s software patches.

  2. Support Standard
    SUPPORT STANDARD SUMMARY

    The Support STANDARD service plan offers technical support where customers require a high quality with mission critical systems that require same day support for faults.

    SUPPORT STANDARD FEATURES
    Remote Technical Support
    Remote technical support via phone time, is available between 9:00am and 5:30pm GMT/BST, Monday to Friday excluding RoI statutory public holidays and provides operational assistance including answers to technical questions, system operation help and software maintenance issues.It includes:

    • Telephone support response to a service request
    • Problem logging
    • Diagnostic fault isolation
    • Assistance with problem identification by providing technical advice, and troubleshooting to verify causes of suspected errors or malfunctions.

    Remote Diagnostic Support
    Diagnosis via phone contact and remote communications, within    a, 4 hour response time during 9:00am – 5:30pm GMT, Monday to Friday, excluding ROI statutory public holidays.

    On-site Engineering Support
    On-site engineering support  NBD during 9:00am – 5:30pm GMT Monday to Friday, excluding ROI statutory public holidays.

    Hardware Replacement
    Hardware replacement delivered and installed on site next business day, 9:00am – 5:30pm GMT, Monday to Friday, excluding ROI statutory public holidays.

    Remote Software Patches
    Reactive provision of manufacturer’s software patches.

  3. Support Premium

    SUPPORT PREMIUM SUMMARY

    The Support PREMIUM service plan offers technical support where customers require a high quality with mission critical systems that require same day support for faults.

    SUPPORT PREMIUM FEATURES

    Remote Technical Support
    Remote technical support via phone time, with a 4hr response time, is available between 9:00am and 5:30pm GMT Monday to Friday excluding ROI statutory public holidays, for operational assistance including answers to technical questions, system operation help and software maintenance issues. It includes:

    • Telephone support response to a service request
    • Problem logging
    • Diagnostic fault isolation
    • Assistance with problem identification by providing technical advice, and troubleshooting to verify causes of suspected errors or malfunctions.

    Remote Diagnostic Support
    Diagnosis via phone contact and remote communications, within a 4 hour response time during 9:00am – 5:30pm GMT, Monday to Friday, excluding ROI statutory public holidays.

    On-site Engineering Support
    On-site engineering support within 8hrs during 9:00am – 5:30pm GMT Monday to Friday, excluding ROI statutory public holidays.

    Hardware Replacement
    Hardware replacement delivered and installed on site same business day, 9:00am – 5:30pm GMT, Monday to Friday, excluding ROI statutory public holidays.

    Remote Software Patches
    Reactive provision of manufacturer’s software patches.

    Escalation Management
    Calls that relate to items on Support PREMIUM are closely monitored and will be automatically escalated to the Services Director, if and when the item remains open after agreed timescales.

  4. Support Premium+
    SUPPORT PREMIUM+ SUMMARY

    The Support PREMIUM+ service plan offers technical support where customers require a high quality with mission critical systems that require same day support for faults.

    SUPPORT PREMIIUM+ FEATURES
    Remote Technical Support
    Remote technical support via phone time, with a 2hr response time, is available between 9:00am and 5:30pm GMT Monday to Friday excluding ROI statutory public holidays, for operational assistance including answers to technical questions, system operation help and software maintenance issues. It includes:

    • Telephone support response to a service request
    • Problem logging
    • Diagnostic fault isolation
    • Assistance with problem identification by providing technical advice, and troubleshooting to verify causes of suspected errors or malfunctions.

    Remote Diagnostic Support
    Diagnosis via phone contact and remote communications, within    a, 2 hour response time during 9:00am – 5:30pm GMT, Monday to Friday, excluding ROI statutory public holidays.

    On-site Engineering Support
    On-site engineering support within 4hrs during 9:00am – 5:30pm GMT Monday to Friday, excluding ROI statutory public holidays.

    Hardware Replacement
    Hardware replacement delivered and installed on same business day, 9:00am – 5:30pm GMT, Monday to Friday, excluding ROI statutory public holidays.

    Remote Software Patches
    Reactive provision of manufacturer’s software patches.

    Escalation Management
    Calls that relate to items on Support PREMIUM + are closely monitored and will be automatically escalated to the Services Director, if and when the item remains open after agreed timescales.