Hotline and remote maintenance
Highest system availability and minimum downtime are extremely important for the systems we deliver.
In case of problems within your system, which cannot be cleared by your own staff on site, the VK Vision service hotline is available for you during office hours - and, if requested, even around the clock - depending on the service agreements commonly reached.
As first level support one of our employees contacts an experienced technician in your company to get information about the kind of failure and, if possible, directly gives instructions for failure clearance.
As second level support, in case that problems cannot be solved, the employee responsible for the project calls up and analyzes diagnostic data of your system via remote maintenance access. This is realized via remote control software, which was installed on the most important computers of your system in agreement with you. Access is realized in encoded format and, if necessary, only temporarily released.
If the problem cannot be solved by phone or remote maintenance, one of our technicians clears the failure on site.