Two levels of cover.
Start with everyday cover, step up to mission-critical. Choose by how much downtime costs you and move between them as your systems change.
Basic
Everyday coverThe dependable baseline for healthy systems.
- Business-hours support in Europe
- Maintenance scheduled within 5 days, an engineer on site within 10 days
- Remote diagnostics via eEMS
- Spare-parts access from local stock
Premium
MISSION-CRITICALFor assets where every hour of downtime has a price.
- Everything in Basic
- 24/7 SLA-backed response
- Continuous proactive monitoring
- Priority parts and on-site within the SLA window
- Annual performance review
Compare the tiers.
| Feature | Basic | Premium |
|---|---|---|
| Support hours | Business hours | 24 / 7 |
| Languages (EN · FR · NL · DE) | ✓ | ✓ |
| Remote diagnostics via eEMS | ✓ | ✓ |
| Scheduled preventive maintenance | ✓ | ✓ |
| Spare-parts access | Local stock | Priority allocation |
| Continuous proactive monitoring | – | ✓ |
| SLA-backed response window | – | 4-hour first response |
| On-site within the SLA window | – | ✓ |
| Annual performance review | – | ✓ |
| Named service contact | – | ✓ |
Exact SLA definitions, response targets and scope are set out in your service agreement.
Tier questions, answered.
Yes. Systems that begin on Basic are often used for trading and step up to Premium as assets become more revenue-critical or as the amount of systems grows. Systems that begin on Premium are often used for critical power supply. We can change tier at renewal, or sooner if your risk profile shifts.
Within Premium, we acknowledge and begin diagnosing a qualifying incident within four hours, around the clock. Most issues are resolved remotely. Where an on-site visit is needed, we mobilise within the contracted window. The precise definitions live in your service agreement, with no grey areas.
Basic includes remote diagnostics via eEMS, so we can read your system when you raise an issue. Continuous proactive monitoring, where we watch the systems for drift and act before you notice, is a Premium feature.
Yes. We serve customers across Europe, with a desk that operates in Dutch, German, French and English. A single contract can cover assets across that footprint.
It does. Our engineers are factory-certified by our partners and work to manufacturers standard, so service and repairs preserve the warranty rather than void it.
Not sure which tier fits?
Tell us how much an hour of downtime costs you and we’ll recommend the right level of cover.