Our hotline is staffed by senior service engineers and supported by Overwatch remote monitoring.
The result? 95% hotline answer rate (sorry, we are busy sometimes) with 80% of problems resolved in the first 20 minutes. Real solutions, right when you need them.
Remote service is great, but not everything can be solved remotely.
Should you need on-site service, our nationwide team of service technicians are available for scheduling, typically booking just one week out (subject to availability, of course).
Applications experts are available as well, for learning about advanced applications or providing training for new operators after operator turnover.
Fairmont Overwatch Camera DVR comprises a series of CCTV cameras located around your equipment, storing up to 1 week of footage. This system allows our hotline team to quickly diagnose and solve problems quickly.
This same visual access is provided to customers, allowing for lights out operation and process optimization.
When it comes to machine availability, we know not to trust third parties to have the parts you need when you need them. So we take matters into our own hands at our headquarters in Honey Brook, PA.
Our team holds ~$1M in spare parts and consumables inventory – all available to deliver in 24 hours.
We say machine uptime is your most important metric. So we give it to you. Every month.
The uptime reports show instances of machine downtime, root cause evaluation and time required to return to operation. We also provided annualized metrics to track performance over time.
No one else will give you this… because they don’t want you to know.
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