Reactive Maintenance: Problem Solved!

Here for You Around the Clock

Your system needs to keep running reliably all the time – day and night. So naturally, we’re also available 24/7 with SSI SCHAEFER Support! Because when a problem occurs, you need a rapid response and a straightforward solutions. 

That’s what our reactive maintenance measures offer: Through our Global Call Management, you can access our entire range of services and get support quickly whenever you need it. We get you the help you need through the Remote Support hotline, through our SSI Augmented Support, or by sending our expert technicians right to you. 

Want to learn more about our reactive maintenance services? Let’s talk about your options now – so you’ll know what to do in an emergency. 

24/7 Technical Support

If a malfunction occurs with your system, our on-call service is available worldwide up to 24 hours a day, 365 days a year. During the initial telephone call, you will talk to our competent engineers and product managers who can provide you with comprehensive assistance.

• One central hotline number (24/7) and our Ticketing Tool based on ITIL®-compliant processes

• Guaranteed reaction times

• Call reporting, call monitoring and customer feedbacks

• Use of worldwide escalation structures

• Optional: WAMAS® software maintenance and release management

24/7 Technical Support

If your system malfunctions, our on-call service is available up to 24 hours a day, 365 days a year, worldwide. Our skilled engineers and product managers provide comprehensive guidance over the phone right away. 

Your benefits: 

• Individual central hotline number (24/7) and our Information Technology Infrastructure Library (ITIL)-compliant ticketing tool 

• Short response times guaranteed (contractual agreement)

• Call reporting, call monitoring, and feedback options 

• Use of global escalation structures 

• Optionally: WAMAS Software Maintenance and Release Management 

Call Out Support

If the fault cannot be resolved over the telephone or via remote service, you will require a technician on location. SSI SCHAEFER employs qualified engineers for all areas at more than 90 service locations worldwide.

• Constant availability of our qualified service technicians (24/7)

• Guaranteed, short response times

• Defined escalation mechanisms

• Minimized problem duration and significant increase in system availability

SSI Augmented Support

SSI Augmented Support is the first multi-functional, mobile, real-time video communication system that provides everything necessary for efficient maintenance and repair work. 

An on-site technician activates the SSI Augmented Support which then establishes a connection to the SSI SCHAEFER service center. Activities are shown in real time, enabling the support staff to immediately begin assessing the problem and resolving the situation. The fault can be rectified quickly with voice and video support. Delays are avoided and the system can be rapidly put back into operation.