Support Services
KHESB provides support services, including on-site support, help desk, and post-implementation support.
On-Site Support
In the event of on-site projects or any fault occurring in the field, nothing guarantees a faster than having an engineer on-site to investigate problems. The goal is to get the equipment operational and usable to you in the shortest time possible with the least impact on your daily operations. We propose to attach a team of engineers to critical mission sites to reduce unprecedented downtimes.
Help Desk
The support division runs a 12-hours help desk which forms the first point of call. Once a service call has been received it is allocated a reference number for easy tracking and monitoring. The help desk co-coordinator immediately notifies support technicians or Engineers of the fault who will attend to the fault. If the fault is not resolved within the agreed time frames an escalation process is initiated. The terms and conditions of the escalation times are either the standard KHESB response times or those agreed in a Service Level Agreement. E-mail and telephone support services are also available.
Post-Implementation Support
As part of every installation we perform, our customers are provided with a complete set of as-built drawings along with any changes that occurred during installation. An identical set of drawings is located in our Technical Support department. An additional aspect of the support staff and the customers’ operations