Around the Clock Service
At Interstates, we offer a wide variety of 24/7 client support services. We understand that you rely on our support teams when problems arise. This is why our support teams are dedicated to providing the highest level of assistance to keep your plants and processes running efficiently. So what really happens to your call when you contact us? During regular business hours, you will be connected to one of our experienced support team members. If you call outside of business hours, we will page an on-call support team member and he/she will return your call within minutes.
Our Support Team
When you connect with a support team member, they will ask you to describe the issue you are experiencing. Next, our support team member will log in to your system and diagnose the problem through the use of Virtual Private Network (VPN) connections. Our team member will also work with your on-site technicians and operators to determine whether the issue is related to hardware, instrumentation, software, or network. Each of our support team members work with the goal of getting you back up and running as soon as possible. If our support team needs additional assistance, they are able to access our project team members and specialists at any time. In the event your call cannot be resolved remotely, our support team member can travel to your plant to better assist you.
All support calls are tracked in our support call ticketing system. This is done to ensure issues are resolved and closed based on the terms of our Service Level Agreements. Additionally, this allows us to find trends and common root causes of reoccurring issues. We support clients throughout the United States and across the globe.
To learn more about our 24/7 support services, please call our Support Manager, Adam Van Schepen at: 712-722-1663 x2119. We look forward to assisting you!
This blog post was written by Jeff Miller.