ET Service Presentation

June 2010

Why do you need a Service

Contract?

• Monitoring equipment is very specialised and needs servicing in line with manufacturers recommendations

• Planned maintenance is required every 6 months to ensure >90% valid data capture

• Due to the ‘always – on’ 24/7 operating analysers can / may malfunction from time to time

• To protect your investment

Why have an ET service contract?

The Benefits

• Large, regionally based team of service engineers• Well trained, experienced and knowledgeable

team• ISO 9001:2008 quality assured company.• Technical Support Helpline and provision of high

quality technical advice and assistance.• Over £300,000 genuine, new warranted spare

parts carried in-stock. • All costs identified and covered in service

contracts (i.e. labour, travel, mileage, expendables etc).

• Specially trained air-conditioning engineers to provide air-con service and breakdown callout.

Types of contracts

We pride ourselves in being able to offer bespoke contracts to fit the specific needs of our customers.

These are just a few of the typical contract types we provide:• Annual Service Maintenance contracts.• Multiple yearly contracts with the option to pay annually.• Local Site Operation service contracts.• ‘One off’ service contracts.• Ad hoc kit service contracts.

Options

• A fully inclusive contract with all spares, consumables and expenses in one fixed price. (no call out fees)

• Air Conditioning service.• Data collection. • Equipment status online.• 48 hour guaranteed response to site.• Technical support helpline between 9am to 5pm.• In house service at ET premises.• On site training.• Software support.• Site Electrical & Pat Testing

• We have 23 staff members in our services department.

• 11 Service Engineers operating within 8 regional bases throughout the UK, Ireland and overseas.

UK Coverage

EireKilkenny

Stroud

Darlington

Folkestone

Sheerness

Bedford

Welwyn Garden City

Tamworth

Technical Support Engineer• For over 10 years, ET has been operating its popular Technical

Support Engineer (TSE) Telephone Support Helpline with on-line engineer (no call back).

• Contract customers can contact the TSE from 0900-1700 Monday through to Friday for immediate technical support and assistance. (excluding public holidays).

• Provided that there is a communication link to the station (dial-up modem, GSM, GPRS or LAN) the ET TSE can remotely login and check instrument status and run diagnostic checks and where possible, even fix problems without the need to visit the site.

• The TSE also provides help and assistance with regards to software problems and queries.

The Workshop

KPI’s

Testimonials

ET Customers – Industrial & Government

ET Customers – Local Authority

The ET Service Team

Technical Services Manager

Nigel Macefield

Customer Support Team Leader

Paul Norman

Customer Support AdministratorClare Syred

Technical SupportAlan Fender

Customer Support Administrator

Florence Trehet

Supplier Factory Training

How we work

Our service database monitors and logs service calls with unique incident numbers

Engineer tasks are entered into our electronic scheduler, and automatically emailed to each engineers Blackberry

• Microsoft Excel Based Service reports are used to store and log information (routine Service and Callouts).

• Then emailed direct to customers, and attached to the calls within our service database, before the service is completed.

Customer Satisfaction

• All services are followed up with a questionnaire so we can monitor and continuously improve our quality of service.