Service, management & maintenance
SAIT has a professional service organisation, with trained and enthusiastic technicians, ready 24 hours a day to keep your communication system in top condition. They solve malfunctions quickly and professionally. And they do so throughout the system’s life cycle. From installation to dismantling obsolete equipment; we do everything to ensure that your communication resources are used optimally and incidents are kept to a minimum.
We do not only maintain systems we have realised ourselves. Existing systems can also come into SBO after a (technical) inventory.
SBO modules
To keep your system in top condition, we have a modular structure of our services. Below, we briefly describe the modules. Together, we determine which modules best suit your system, organisation, processes and expectations.
Support desk
Our support desk is always available and takes care of taking service calls and deploying the service organisation.
Service management system
Our service management system ‘connectwise’ creates the SBO agreement and then documents all transactions such as maintenance, service tickets, incidents and escalations. If you wish, you can also access the customer portal and see directly what we are working on.
Preventive maintenance
Preventive maintenance is carried out systematically. The maintenance interval is tailored to the type of system. Preventive maintenance is designed to maintain your system and prevent malfunctions.
Corrective maintenance
Unfortunately, even the best equipment sometimes breaks down. We ensure prompt functional repair. Depending on the urgency and agreements made, we deploy spare equipment or provide a work-around.
Adaptive maintenance
Our systems are used for a long time, usually 10-15 years. Due to changing processes or technology, it may be desirable to modify or upgrade your system. We can arrange this within the SBO contract, including for periods of 15, 20 or 25 years if required.
Response time and function recovery time guarantee
Depending on your specific requirements, response time and function repair time are guaranteed. Many of our customers have a 24-on-7 contract with response times (engineer onsite) of up to 8, 4 or 2 hours and repair times of up to 4 or 6 hours. Of course, we tailor these parameters to your requirements, system, organisation and processes.
Spares/spare parts
SAIT offers two options for spare parts. The first possibility concerns the spare pool. The spare pool is a smart sharing of standard components for multiple customers. This way, you can count on the presence of equipment without paying full price for it. We invest in this equipment and ensure that it can be used at any time, if necessary.
Of course, it is also possible to have dedicated spares. In that case, these become your eiegndom and are usually also on site with you.
Remote monitoring and remote management
Almost all our systems are suitable for remote monitoring and remote management. SAIT has a NOC, where we can safely monitor your system and intervene when necessary. Remote management helps to resolve any problem quickly and efficiently.
Service level management and reporting
The purpose of Service Level Management is to monitor the quality of service of the SAIT organisation. The Service Level Manager and/or Service Coordinator is the first point of contact for your organisation in case of questions and/or complaints about service quality. We provide you with reports on the services provided. Periodically, the service level manager enjoys a cup of coffee with you and we ‘en passant’ discuss all matters relating to service, management and maintenance.