/ 04 - Support
Spares // Calibration // 24/7 Diagnostics
UK-wide spares, calibration, preventive maintenance and round-the-clock remote diagnostics, backed by UK engineers on call when you need a fix on the next shift, not the next quarter.
The three commitments our customers buy us for. Everything else is built on top of these.
UK-wide engineer dispatch, 24/7. Tiered SLAs from 4-hour critical-line response through to next-business-day, with an on-call rota covering nights, weekends and bank holidays. Engineers arrive with a kitted van — cameras, lenses, lighting, cables and a laptop loaded with your project — so the first visit is the fix, not a survey.
Scheduled gauge and camera calibration against traceable artefacts, delivered with a signed certificate, before/after measurement data and a full audit pack ready for your quality system. Covers dimensional gauging, colour reference, OCR confidence baselines and lighting intensity — re-baselined to the original FAT so drift is visible, not hidden.
Secure site-to-site VPN with role-based access lets an engineer be looking at live images, PLC tags and reject logs within 15 minutes of your call. Most line-down issues — lighting drift, recipe corruption, comms drop — are resolved remotely before a van is even dispatched, with a written report attached to the ticket for your CMMS.
Camera, lens, filter, cable and lighting spares for every system we deploy, held in our UK warehouse for next-day dispatch. Critical-spares kits can live on your site under a consignment agreement so a failed camera is a 10-minute swap, not a 3-week procurement cycle.
Annual PM contracts with scheduled site visits, lens cleaning, lighting intensity checks, encoder verification and firmware patching. Each visit closes with a signed report and a forward-looking action list so small drift never becomes a line stop.
On-site refresher training for line operators, shift leads and maintenance technicians — recipe handling, reject reconciliation, first-line fault finding and safe lens/lighting changeovers. Delivered in plain English with a printed quick-reference card for the cell.
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