Remote support packages for Thompson machines are available once warranties expire. These extended packages not only ensure prompt assistance on a worldwide basis, but also mean issues can be resolved quickly with minimum machine downtime.
Support is offered either on site, by telephone, email or direct online connection to the Thompson machine and includes help with breakdowns, weld quality and weld parameters. It may be possible to provide this service for older machines provided they are compatible for a PC upgrade.
The support packages are available as follows:
On Demand - remote support is provided on an hourly rate basis within *core hours.
Remote Support Basic - an annual fee is payable for 18 hours of remote support within *core hours.
Remote Support Plus - an annual fee is payable for 12 months' remote support with no hourly charges within *core hours.
Survey Basic - a one-off payment for service visit with a detailed survey on the condition of the machine followed by a detailed engineering report with recommendations of any remedial or upgrade work required.
Survey Basic Plus - an annual fee is payable for Survey Basic and includes the Remote Support Basic package plus access to the rapid response team during the agreement period.
Survey Remote Plus - an annual fee is payable and comprises Survey Basic and Remote Support Plus offer. Includes remote PC or PLC back up and storage service for one machine.
*Core hours for online service are Monday-Friday between 08.00-16.00 GMT (excluding UK national holidays). Outside core hours are charged at a higher rate.