PCB Test Solution | Battery test & Measurement | Integration Services
Support services in Pro-Support
The WireFlow pro-support guarantees access to expert engineers within hours and spare parts for immediate dispatch.
Why Support
The WireFlow test stations are designed and manufactured with the highest quality to run without disruptions for many years, but in real operations events occur and needs immediate attention.
WireFlow offers a pro support agreement where we guarantee the availability of an expert within hours. By using our software tools for remote access and test data analysis we can pinpoint any kind of problem very quickly. Once the cause of the problem is identified, it is normally quite easy to fix the problem.
WireFlow can handle these updates with ease due to our proven processes of configuration management, where we have total control over all versions and updates of the system.
In addition to keeping good control over all design documents and source code, we can also keep a “mirror-system” of the software in our lab for troubleshooting and testing of new releases. We use virtual machines to keep an exact copy of the installation of the test PC at your factory. We can even in some cases have an exact, or similar, copy of the test station hardware that you have at your factory. This makes it possible for our support team to do troubleshooting or working with upgrades without needing access to the test station in your factory.
Support Levels in Pro Support
By default, we can offer the following support response times
2h response
- For support response within two hours
- Highly critical issues – prevents further running of the applications
48h response
- For support response within 48 hours
- Medium critical issues – systems can continue to run but with workarounds
One week response
- For support response within 1 week
- Low critical issues – systems can run as normal, but the issue should be fixed in the long term
The tools we use in Pro Support
We use state-of-the-art tools for streamlining the support service:
Freshdesk
You can request for support directly on the WireFlow support website. We use the online cloud-based customer service software Freshdesk. This makes it easy for us, and for you, to track the status of every support ticket. This guarantees that your requests are taken care of by the best suited support engineer and that no issues are lost in the handling.
TeamViewer
To be able to give quick support on distant locations we install TeamViewer on the test computer in your factory. By using TeamViewer the WireFlow support team can do extensive troubleshooting and updating without travelling to your production site.
Subversion
When we design and configure your specific test station, we use well-defined processes to make sure all documents, drawings and software components are stored and version controlled in a safe place. For source version control we use Apache Subversion (SVN). This tool is crucial when we do updates of your test system to make sure we have full control of different versions of the design files.
WATS
The test sequence running on the test fixtures takes a lot of measurements which are stored with the Test Data Management solutions WATS. With access to the WATS test data, our support engineers can often very quickly pinpoint the root-cause to any problem. We can also study the WATS test data to provide preventive production support.
Figure 1. Preventive support by studying production test data.
