More than technical know-how



A hotline team must fulfil the high demands placed by customers and should be able to solve problems quickly and effectively. Our hotline solution enables our customers to use it as a tool in order to get the most out of their system. We have a very innovative approach to our VAS^® hotline service by actively seeking our most competent project engineers to be there for you at all times. Through exchange of know-how, regular meetings and training, our VAS^® hotline staff is always aware of the current problems and can help you at any time.

We offer:

Having recognised that we operate in an environment where time is money and any delays might cause a chain reaction of unwanted events, the VAS^® hotline is maintained by our project engineers. You will not have to talk to a call centre where your problem will be forwarded. As a matter of course, your call will be confidential and our highly qualified hotline staff will provide you with technical answers concerning your problem and comprehensive technical explanations.

• English and German-speaking hotline
• 24 hour VAS^® support hotline catering to the business needs of the bulk goods and raw material industries
• Various support levels are offered through our Service Level Agreements (SLA): First and Second Level or 24-hour support
• Preventive maintenance and problem-based approach if system or hardware problems occur
• Regular user conferences to exchange operating experience supplemented by technical tips, tricks and tendencies with reference to the current market trends
• Customer-specific reaction times and maintenance routines
• Web-based information platform for:
  • Installation and documentation
  • User manual
  • Description of existing software modules
  • Presentation of new software modules
  • Specification of hardware components
  • Software updates and their documentation

• Remote maintenance capability
• Internet connection
• Network access to system

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