LogiCare 24/7/365 support
Support that knows your solution
LogiCare provides lifecycle support for SCADA and MOM solutions: product specialists and a solution support team that knows your engineered system, through a single point of contact.
Why product support is not enough
A typical SCADA or MOM implementation combines off-the-shelf product functionality, business system integrations and custom extensions such as user interfaces, business rules, reports and analytics. Standard technical assistance centres support the products; nobody supports the solution as a whole, unless you have LogiCare.
Overview
LogiCare combines product support and implementation support. Technical support engineers focus on product performance and configuration, while a specialised solution support team brings deep expertise in your engineered system. Both work through one point of contact with standardised processes.
We are engineers, not accountants: there is no cap on the number of issues you can raise with our specialists, whatever your subscription tier.
Service components
Lifecycle services for business-critical systems
Support transition
Solution support engineers join implementation or training, so support continues seamlessly after the project.
Application support & health checks
Engineers trained on your solution, with monthly health checks to avert potential downtime.
Integration support
Ownership of site-specific integration configurations and data flows with your business systems.
Sustaining maintenance & knowledge
Code and documentation versioned in a central vault with an audit trail.
Offline clone & upgrade assessment
An offline clone of your application to troubleshoot and test patches and upgrades safely.
Solution consulting & enhancements
Changes and improvements as your business and infrastructure evolve.
Programme features
What LogiCare customers get
Software upgrades & patches
Released updates and patches, tested for your operating systems, software and firmware throughout your subscription.
Phone, email & web support
Raise a request in the way that suits your organisation; every case is handled promptly.
Self-service support
Training and access to knowledge bases and articles for the hardware and software on your project.
Customer Portal
Project documentation, issue tracking and case management in a dedicated portal.
24/7 critical support
When your plant is down every minute counts, so skilled experts are standing by to help you recover.
Designated account manager Premier
A single point of contact for support, implementation planning and maintenance.
Periodic support reviews Premier
Regular reviews of all issues, prevention and progress, plus usage reports to make sure you use your entitlements.
Onsite support visits Premier
Periodic site visits, scheduled or requested by you.
Remote Monitoring System (RMS) Advanced Premier
Monitors the overall system and reports issues before they occur.
Hosted test-lab environment Advanced Premier
A replicated virtual environment off site to reproduce issues and test changes.
Onsite mobilisation guarantee Advanced Premier
Mobilisation within 4 hours for critical onsite issues.
Tiers
Three tiers of LogiCare support
LogiCare Premier and Advanced Premier build on our Continuous support model, adding a team of skilled resources who focus on both your business and your automation strategies.
Continuous
Our entry-level support model: product and solution support through a single point of contact, with 24/7 critical support and no cap on issues.
Premier
For customers who need a preventive approach: a designated account manager and a subset of Premier services, with a consistent focus on successful business outcomes.
Advanced Premier
For mission-critical operations: an account manager and an architect work with your staff, with enhanced service levels, business planning, environment testing and quarterly assessments.
Business value
Protect your investment
Seamless hand-off
Continuity from the implementation team to the support team, long after go-live.
One point of contact
Support for standard products and engineered solutions in one place.
Fewer disruptions
Monthly health checks and proactive monitoring minimise unexpected downtime.
Reliability and stability
Centralised management of updates, fixes and enhancements.
Investment protection
Knowledge management and upgradability extend the life of critical applications.
Faster resolution
Patches and fixes are tested first on an offline clone of your application.
Already a LogiCare customer?
Raise and follow your cases in the Customer Portal, or call our 24/7 line for critical issues.