Service level agreements for your control room – keeping the heart of the business running!
The control room is the heart of your company. This is where information and operational data come together, processes are monitored, failures and malfunctions are identified, proactively managed and solved.
To ensure that your control room offers exactly the availability you need, we provide service packages in various levels and specifications. You thus receive customized solutions that support your market and competitive success.
Our services for your control room
Choose from the numerous JST packages!
- A warranty period of 24 months from the date of acceptance is included with the purchase of the products.
- In the event of a defect, faulty components will be replaced free of charge. Service hours, travel, expenses and hotel costs will be charged according to expenditure.
Wear parts (please also see our wear parts package), cube lamps and LC displays are excluded from the warranty, as are defects caused by memory or burn-in effects.
- Extension of the warranty for the hardware for another 12 months.
- In the event of a defect, faulty components will be replaced free of charge.
Wear parts (please also see our wear parts package), cube lamps and LC displays are excluded from the warranty extension, as are defects due to memory or burn-in effects.
Basis for this service is booking the following packages:
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Maintenance basic -
Upgrade Basic
- Support from JST technicians for hardware and software problems. During office hours, Monday to Friday, 8 a.m. to 5 p.m., a free hotline number is available.
- Telephone support for users by experienced technicians on questions in daily operation.
- System administrators receive support for changes, upgrades, patches, etc.
- If required, we also provide this hotline as a pure administrator hotline.
- Support from JST technicians for hardware and software problems. A free hotline number is available at all times (24/7/365).
- Telephone support for users by qualified and competent technicians for questions in daily operation.
- System administrators receive support for changes, upgrades, patches, etc.
- If required, we also provide this hotline as a pure administrator hotline .
- Regular upgrades ensure that the software modules are always kept up to date. To support operational stability, security features, patches for Microsoft operating systems, new SNMP specifications etc. are updated and adaptations are made to new operating systems.
- In addition, you will receive new valuable functions within the software modules already licensed to you, which are permanently developed jointly by users and JST.
- The upgrades are provided for download, the installation is done by the customer.
- Regular upgrades ensure that the software modules are always kept up to date. To support operational stability, security features, patches for Microsoft operating systems, new SNMP specifications etc. are updated and adaptations are made to new operating systems.
- In addition, you will receive new valuable functions within the software modules already licensed to you, which are permanently developed jointly by users and JST.
- The upgrades are installed by a JST technician at your site. The “UPGRADE PLUS” package includes all related costs (travel costs, mileage and hotel costs, expenses,…).
- Remote online user support. The JST technicians connect to the systems online with a remote session, while the users or administrators can watch the online session and expand their knowledge level at the same time.
- This package can significantly reduce the recovery time in case of software malfunctions.
An automatic dial-in of JST into your systems is not possible. Dial-in must be enabled manually by the customer.
In addition to the “Remote Online” package, the “Remote Online Plus” package includes the following services:
Access via own JST router. Dial-in takes place via a VPN to a remote access point. Dial-in must be authorized by the customer. JST does not have permanent access to the myGUI® controller.
- Preventive maintenance for many years of reliable operation of your installation.
- The system is serviced once a year on a working day agreed with the client. This includes the functional check of the hardware in use, such as power supplies, RAID hard drives, fans, etc., as well as the check of all interfaces and log files.
- For large screen technology: cleaning, color calibration, brightness adjustment, fine tuning, etc.
- Training by JST technicians. We enable the know-how transfer for your specialists.
- In addition to the “MAINTENANCE BASIC” package, the “MAINTENANCE PLUS” package includes the following services:
- Inspection of the Stratos X11® console, including the technical components installed there (height adjustment, PowerPort-Data modules, etc. as well as the integrated technology elements for JST MultiStreaming® or MultiConsoling®.
- Review of the customer’s existing spare parts pool.
- Hardware and software training in your control room. Regular training also enables new employees to operate the system with the basic functions.
- The training schedule can be individually designed so that, for example, new employees are instructed in the first half of the day and experienced operators are familiarized with further functions and options or with the administration of the plant in the second half of the day.
- The backup of your database systems is carried out in the course of maintenance. For this purpose, you will receive an RFID hard disk from JST, which will be stored by the customer.
- The hard disk is encrypted and can only be used in conjunction with a radio RFID chip (two chips per hard disk). Without this chip it is not possible to read or write data to or from this hard disk. Both hard disk keys (=chips) are handed over to you. This ensures maximum security.
The basis for this service is the booking of the following packages:
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Maintenance Basic
All components with wear (RAID systems, fans, filters, power supplies …), which are subject to high usage and have reached the MTBF times, are replaced preventively, before a failure occurs. The replacement takes place in the course of prohibitive maintenance. LC display panels and RGB LED’s for cubes are not wear parts.
The basis for this service is the booking of the following packages:
-
Maintenance Basic
Ensuring maximum availability of your system
The availability of a technical system refers to the probability or the degree to which the system meets certain requirements within a set time frame. It is both a quality indicator and a key performance factor for a system. With our „Response time“ und „Recovery time“ packages, we make a significant contribution to increasing the availability of your system to the required maximum.
This is how the availability requirements are calculated:
For a system that is available 24 hours a day, 365 days (24 x 365 = 8760 hours), this means:
| Availability | Minimum expected uptime (hrs.) | Maximum allowed downtime (hrs.) | Maximum allowed downtime (min.) | Downtimes |
|---|---|---|---|---|
| 99,0% | 8.672,40 | 87,60 | 5.256,00 | 3,5 days |
| 99,1% | 8.681,16 | 78,84 | 4.730,40 | 3,2 days |
| 99,2% | 8.689,92 | 70,08 | 4.204,80 | 2,9 days |
| 99,3% | 8.698,68 | 61,32 | 3.679,20 | 2,5 days |
| 99,4% | 8.707,44 | 52,56 | 3.153,60 | 2,2 days |
| 99,5% | 8.716,20 | 43,80 | 2.628,00 | 1,8 days |
| 99,6% | 8.724,96 | 35,04 | 2.102,40 | 1,4 days |
| 99,7% | 8.733,72 | 26,28 | 1.576,80 | 1,0 days |
| 99,8% | 8.742,48 | 17,52 | 1.051,20 | 0,7 days |
| 99,9% | 8.751,24 | 8,76 | 525,60 | 0,3 days |
| 99,99% | 8.759,12 | 0,876 | 52,56 | 0,03 days |
| 100% | 8.760,00 | 0,00 | 0,00 | 0,00 days |
- The callback of a technician takes place within the agreed time after ticket opening.
- Due to the qualification of the JST technicians, a very high first-time error resolution rate is achieved on the phone.
Basis für diesen Service ist die Buchung folgender Pakete:
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Hotline 24/7
- With this service, the recovery of a defective system within an agreed time is confirmed. The time stamp of the ticket opening is decisive. The fault clearance takes place around the clock, on working days from Monday to Friday.
- Optionally, this package can also be booked for Saturday, Sunday and public holidays. You assess how any equipment failure will affect your business processes. This evaluation is the basis for determining the recovery period.
Basis für diesen Service ist die Buchung folgender Pakete:
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Remote Online
-
Upgrade Basic
-
Hotline 24/7
-
Response time
- This package is specifically designed for the recovery process of JST MultiStreaming® & MultiConsoling® devices.
- With this package, we confirm that all replacement equipment required for your system as part of JST MultiStreaming® or MultiConsoling® recovery will arrive at your site via express shipping within 24 hours of notification of the fault – even on weekends and public holidays. The installation of the replacement devices is carried out by the customer. The 24/7 hotline supports the customer’s technicians in troubleshooting the system.
Important: This package does not represent a binding recovery time, as the final fault clearance of the system is carried out by the customer. The replacement equipment will be provided to you free of charge for the duration of the repair time.
The basis for this service is the booking of the following packages:
-
Upgrade Basic
-
Hotline 24/7
How we work: Service level monitoring
Always be well informed on both sides! Being immediately and well informed about everything when needed is the fundamental basis for a partnership and long-lasting cooperation. This is especially evident after the purchase of our products and services. For this purpose we work with the most modern tools:
Geo-information for mission coordination
Incident tickets are automatically processed with geo-coordinates. This data can be accessed via our service technicians’ mobile devices and flows directly into route coordination. This enables us to achieve outstanding efficiency in deployment planning, and you benefit from fast response times.
Feedback meeting after ticket resolution
After each incident ticket is closed, we personally inquire about the quality of our technical support. You can rate this categories:
- Time to find the problem
- Speed of fault clearance
with school grades.
Automatic appointment control
To coordinate preventive maintenance appointments, our technicians receive automatic information about which appointments need to be coordinated. The system takes into account the key figure MTBF (Mean Time Between Failures) of the components, correlated with the operating time of your installation. Before the MTBF value is reached, we replace the relevant components as a preventive measure on the maintenance date – provided that the wear parts package has been booked.
Ticket system as information hub
All information flows together in the electronic ticket system. At the push of a button, all relevant information about the system, the agreed service level, contact data, etc. is available. In addition, important spare parts are sent throughout Europe directly from the ticket system via the Lufthansa Time Matters express service.
Automatically generated SLA document
Always be well informed on both sides – our ticket system generates an automatic SLA document for this purpose. In this document, the booked services are precisely defined to avoid misunderstandings regarding a service package. This means that you and our technicians have the same level of knowledge, and you know exactly what you can expect.
Online ticket
In connection with your SLA number, you can create a ticket online in our system at any time. Only a few clicks are required for this.
Your ticket is immediately transferred for processing and reliably completed within the agreed processing time. We will inform you regularly by e-mail about the current processing status.
Free participation in training courses at the JST Academy!
As a customer with a service level agreement, you will receive two free tickets to the ko:mon congress – the largest intersectoral congress with seminar offerings for control room technology and monitoring systems.
