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Support Services & SLAs


Industrial Technology Systems Ltd (ITS) offers a range of support services to minimise downtime and increase reliability and efficiency. The services include the provision of reliable and technically competent engineers, Service Level Agreements tailored to meet your company’s needs, and reliable call out support services.

Engineering Resource

Are you unable to employ all the engineers and management personnel that you require? ITS helps companies resolve resource issues by offering highly skilled and experienced technical, management, engineering and validation resources.

Whatever your requirements, whether you need additional resource to carry out work during a shutdown or longer term support for business as usual (BAU) activities, ITS’ engineers can be hired to spend a day, week, month or longer period at your company’s site. They can carry out regular software changes and back-ups, keep documentation up to date, add facilities for new equipment, train staff or contribute to your improvement programme. You stay in charge of their priorities but they remain an ITS employee and can call on additional engineering resource from one of our offices.

If your plant is running legacy systems, the skills to add new functionality to these systems is scarce. ITS’ engineers span many technologies, new and old, so our skills and experience can be applied to prolong the life of a solid and reliable system. A short term engineering resource contract may be all that you need to add a new interface or modify an existing system. If however you decide that the solution is to replace the old system, then we can provide engineering resource to ensure that all of the old functions are fully documented prior to the upgrade, and can also implement a new replacement system.

Service Level Agreements (SLAs)

ITS also provides system support and maintenance contracts through Service Level Agreements (SLAs), including the facility for 24-365 call-out cover and the provision of routine activities.

All ITS' SLAs include time for our SLA engineers to familiarise themselves with the systems to be covered and local site procedures, necessary to allow them to provide the standard of support required. The following KPIs are also measured and reported regularly by ITS’ engineers:

  • Fault log summary
  • Call summary
  • Site visit summary
  • Back up summary

ITS’ Service Level Agreements are flexible. We offer a range of options to tailor the package to meet your company’s needs, including:

  • Preventative maintenance
  • System back-ups
  • On-call assistance
  • System performance reviews
  • Help desk
  • Consultancy
  • Engineering support
  • Software development/maintenance
  • Training
  • Documentation updates
  • Cyber security support services

ITS’ Service Level Agreements are designed to improve your company’s performance. We will listen carefully to your needs and will work closely with you to tailor a system maintenance and support package to meet your requirements.

Call Out Support Services

ITS provides 24-7 call-out support contracts for a wide range of systems including PLC, SCADA, vision inspection, management information systems, MES, process safety systems, DCS, and batch control systems. The support contracts are designed to minimise downtime and provide quick response to operational failure, and we can arrange for one of our engineers to be at your site within four hours of a call. Our response times are often much quicker than four hours and in many cases we can provide remote access support to resolve problems often without the need to physically attend site.

With our dedicated, conscientious help desk personnel and engineering team, you can be confident that your calls will be dealt with professionally and promptly. Our engineers recognise the costs associated with downtime and are therefore dedicated to rectifying problems as quickly as possible.