VICOSOL AS
Øvre Eikervei 83
3048 Drammen, NORWAY
Remote Support Helpdesk
A gas turbine, whether it is an offshore or an onshore unit, is always production critical equipment, where a forced or unplanned outage usually comes with severe financial impact. In most cases resolving the issue is time-critical. As we, first and foremost, are an expert control’s field-service team, with combined more than 400 years of LM specific experience, we believe we are in a very good position to offer support with a remote on-call troubleshooting solution.
Support Line of Action
When the customer requires 24/7 service support, we establish a 24/7-365 support function with a structured Backoffice team to meet the required response time.
Diagnostic’s typically starts with the control system and the embedded powerful troubleshooting tools. Depending on the cyber security policy of the company we support, we either log on directly or through an established high-speed data link, with data automatically transferred to the remote support helpdesk.
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Technically there are no limitations to how remote the system could be operated and monitored.
The question is rather what the company’s cybersecurity regulations allow, with regards to remote monitoring and diagnostics, as well as how the system is technically structured at the turbine controller level.
Support Line of Action
When the customer requires 24/7 service support, we establish a 24/7-365 support function with a structured Backoffice team to meet the required response time.
Diagnostic’s typically starts with the control system and the embedded powerful troubleshooting tools. Depending on the cyber security policy of the company we support, we either log on directly or through an established high-speed data link, with data automatically transferred to the remote support helpdesk.
Read more
Technically there are no limitations to how remote the system could be operated and monitored.
The question is rather what the company’s cybersecurity regulations allow, with regards to remote monitoring and diagnostics, as well as how the system is technically structured at the turbine controller level.
24/7 Remote Support Web Portal
We strive to give our customers the best possible user experience when it comes to 24/7 technical support. Not only should our response be within the requested timeframe and quality, but it shall also provide the user with a format which reduces the barriers to reach out and seek support.
We have established a web portal where the user can register the support case and start the dialog, and believe this will help both the customer and technical support in gathering best possible background to solve and respond to the request.
Read more
In addition, traditional technical email address and phone number will be available for customer convenience. In case the service request is not entered through the web portal, we will log and register the case. All to make sure we collect, track, and monitor progress on all service requests. This overall progress monitoring is available for the customer on the web portal, through their dedicated technical support dashboard.
Our web service portal is meant to be a technical communication portal that brings the customer and support teams together. When a service request is registered in the web portal, all assigned users, both from customer side and support side, will get an automated notification whenever the case has been updated with any response. All users assigned to the case can comment, communicate and discuss the case directly.
The dedicated customer support dashboard can be used to generate statistic reports on the cases. Theses are accessible for customers to review and follow in real time. The customer may also use this web portal as a wiki. All cases are marked with tags, so users can easily search all cases for similar issues as troubleshooting help from the previous cases.
24/7 Remote Support Web Portal
We strive to give our customers the best possible user experience when it comes to 24/7 technical support. Not only should our response be within the requested timeframe and quality, but it shall also provide the user with a format which reduces the barriers to reach out and seek support.
We have established a web portal where the user can register the support case and start the dialog, and believe this will help both the customer and technical support in gathering best possible background to solve and respond to the request.
Read more
In addition, traditional technical email address and phone number will be available for customer convenience. In case the service request is not entered through the web portal, we will log and register the case. All to make sure we collect, track, and monitor progress on all service requests. This overall progress monitoring is available for the customer on the web portal, through their dedicated technical support dashboard.
Our web service portal is meant to be a technical communication portal that brings the customer and support teams together. When a service request is registered in the web portal, all assigned users, both from customer side and support side, will get an automated notification whenever the case has been updated with any response. All users assigned to the case can comment, communicate and discuss the case directly.
The dedicated customer support dashboard can be used to generate statistic reports on the cases. Theses are accessible for customers to review and follow in real time. The customer may also use this web portal as a wiki. All cases are marked with tags, so users can easily search all cases for similar issues as troubleshooting help from the previous cases.