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Customer care T&Cs

Our relationship doesn't end at installation. As the equipment manufacturer, we're uniquely placed to support the long-term performance of your system through specialist technical support, preventative maintenance, spare parts, and tailored service packages designed around your operational needs.

We offer a range of support packages that can be customised and combined to meet your specific requirements, and we will be pleased to provide a detailed quotation during the delivery phase of the equipment.

Support packages

 

 

 

Essential

Standard

 Premium

Remote Engineering Support

  • Telephone & e-mail support

     

  • Maintaining existing documentation

     

  • Maintaining personnel skills

     

  • Data sheets produced in response to specific queries

     

  • Records retained for long-term supportability

     

  • ‘Minor’ continuous improvement work

  • Initial response within 4 business hours

  • 100 hours 

 ✔ 

 ✔ 

  ✔ 

Preventive Maintenance

  • Planned Service Visit

  • Service will include visual inspection and maintenance of equipment

  • Service report after each service visit

  • Assumes 2 mechanical engineers will attend site 

  • 2 site visits per annum,
    Up to 2 days on site
    ≥1 months’ notice

 

 ✔ 

  ✔ 

Emergency Call-Out

  • Emergency call-outs, charged at  discounted standard short notice 
    aftermarket rate, with additional man 
    days charged at standard aftermarket rates.

  • Assumes 1 engineer will attend site.

  • 1 Emergency call-outs, up to 1 days on site per visit
    ≤5 working days’ notice

 

 

  ✔ 

Support benefits

Priority is given to customers that have a support package in place. A Customer Care coordinator will be assigned to the project after receipt of your purchase order, who will guide you through the available options and tailor a support package to your requirements, however the table in shows an example of what can be offered.

Here are some of the advantages of taking out a support package:

    • Periodic service visits, involving machine inspection and maintenance, also enabling face-to-face discussion of any current issues.
    • Access to skilled personnel: Software and controls, process, mechanical and electrical engineering.
    • Maintenance of key information, knowledge and skills associated with the technology.
    • Shared learning and understanding of the process and the equipment.
    • Closer working relationships between our companies at a technical level.
    • Remote technical support for troubleshooting and achieving optimal equipment performance.
    • Fast diagnostic response for reduced delays, reduced waste, and reduced loss of production

Spares packages

As the original equipment provider, 3P innovation are best placed to provide support and maintain your machine, not only by providing technical support, but also by providing fully traceable spare/replacement parts competitively sourced from the original equipment manufacturers to further minimise the risk of any machine downtime.

 

Global support

3P innovation have extensive experience in supporting a range of global customers. Our Customer Care team give a guaranteed initial response time of 4 hours to all requests for support and will assign your request to one of our support engineers. Our engineers can remotely access your machine to undertake any initial diagnostics, and we have experienced considerable success in resolving machine issues following this activity alone. However, if we are unable to fix the issue remotely, we have a team of skilled field service engineers that will attend your site to further review and resolve the issue. Our standard commitment is that one of our engineers will attend any global customer’s site within 5 days or less following receipt of the initial request. However, this can be reviewed on a customer-by customer basis to satisfy requirements.