24 / 7 support
DSL provide 24 hour / 7 day support for all their control
systems. Support is initially provided over the phone. All our
engineers can connect remotely (from office or home) to our
customers' systems via the internet. Due to the modular and
configurable nature of our software, issues are normally diagnosed
and fixed over the remote connection.
DSL's engineers are familiar with many different software
packages to establish secure remote connections to suit a
customer's needs and IT policy. Examples are Cisco VPN, Check
Point, VNC, TeamViewer and RDP. You can click here to download
TeamViewer quick support access using the link above.
You will need to quote the ID and password to DSL.
Out of office hours support line
Our office hours are 8:30 to 17:00 GMT. DSL's out of hours
support line is permanently manned. When you ring you are
identified by a caller group using the number you have dialled.
This group then refers to a list of engineers names (4 per list -
replacements are added to cover holiday). At the top of this list
will be at least one engineer familiar with your plant. The
operator will try to connect you to the engineer at the top and if
not available will proceed down the list. If all engineers in the
list are unavailable the operator will take your details and try to
call the engineers 10 minutes later. If the engineers are still all
unavailable then the support is further escalated and one of the
DSL directors are contacted.
Your system will be under warranty for 12 months from the start
of meaningful production. This includes 24 hour support. DSL
Systems will pass on any manufacturer's warranties that go beyond
this for any hardware supplied.
After 12 months, the customer may take out a software
maintenance contract to provide 24 hour software support. Support
will be conditional upon the customer providing a suitable means of
connecting in remotely.
DSL can provide training, calibration, maintenance and mill
utilisation study services.