ATS places great emphasis on our service organization and has made service a cornerstone of our business philosophy and organization. The following is a listing of ATS service support offerings and capabilities.
- Priority Response Time
- Remote Response Time
- Critical On-Line Support
- Critical On-Site Support
- Training
- Software and Firmware Upgrades
Our Service Team knows Alerton systems. In the event of an emergency, we can quickly diagnose control problems, thus saving hours of labor that would be required by someone less familiar with your system. In addition, a designated Account Manager will be responsible for your total service satisfaction. Your Account Manager will provide the designated services, monitor equipment performance, track equipment service history, and consult with you to meet your objectives.
Preventative maintenance visits should catch any potential breakdowns before they occur and thus virtually eliminate any emergency service calls. Should an emergency arise, we will give you top priority as a service contracted customer. Our current emergency service rate is $95 per hour during standard business hours for support contract customers.
All scheduled and unscheduled service visits will be documented by a work order form detailing the service performed, materials used, and hours spent.
ATS will monitor your workstations and stand-alone global controllers from our office using software designed for system alarm logging. Preset alarm messages will dial-out from the remote site to the ATS terminal and be responded to accordingly.
ATS Automation will provide you with a log for you to document concerns, system problems, and other related items requiring our attention. Each scheduled service visit shall begin with a review of the log.
A service specialist will be made available to aid in analyzing problems and recommending possible solutions. This service often eliminates the need for an on-site visit, which saves you money. This feature is offered during a customer specific time frame.
In the past, we have served your facilities on an "as needed" basis. We believe, however, that by regularly checking out systems we can eliminate many of the emergency calls that cost you "down-time" and emergency repair expenses. Preventative maintenance will lengthen the overall life of the equipment and ensure the building is functioning as efficiently as possible. Computer performance, network speed, and sensor calibration are just a few of the items that can benefit from regular service attention.
A service specialist will be made available for emergency response to minimize downtime due to equipment failure. This feature is offered during a customer specific time frame. Prepaying for these hours allows you to budget for emergency calls or special projects, and spread the payments on your terms.
Over time, performance of critical field devices can degrade. Verification of controlled component operation is an effective way to maximize building efficiency. This is accomplished via the system software and physical verification. ATS can individually activate and verify critical system components, and document their performance. "Hands-on" inspection of these devices in action is the way to ensure the most efficient and comfortable environment.
Training can come in two main formats: Factory training at the Alerton Headquarters, and on-site training at your schedule. ATS can sponsor your employees at the Alerton factory for 1-2 week classes or alternately, set up smaller blocks of training at your site, on your schedule. Additional training can be purchased to refresh your current knowledge and to update you concerning new features that may become available in future versions of your system.
The stored electronic information (programming, set points, etc.) in your system represents a large part of your investment. ATS will backup your entire database on a regular basis to ensure that it is always complete and up-to-date. We will maintain a site copy at your facility as well as keeping a protected copy in our office.
Software and Firmware Upgrades
Technology Upgrades- Alerton periodically releases software and chip updates that provide added features or speed to your system. ATS will provide these upgrades as they become available, always keeping your system current. To increase the building systems efficiency, ATS will provide software/hardware engineering for a predetermined number of hours, control points or zones, to allow for additional HVAC equipment, or new additions such as lighting and irrigation zones to the Alerton Energy Management System.
Parts Coverage- Never pay for another failed device. ATS can warranty any and all parts associated with your control system, including computers and other manufacturers' equipment. This will allow you to budget for equipment failures, and not be caught off guard.
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