Services
Support
Chronos has been providing unrivalled maintenance support to global customers for over 20 years. As a company that specialises in the supply and installation of synchronisation and alarm monitoring hardware, software and management systems, our ability to provide this support is assured. From implementation through to product retirement, proactive assistance up to 24 x 365 reactive support, upgrades and updates; Chronos can be relied upon to for all your service requirements.
Telephone: +44 (0) 1594 862222
In the tabs below you can find more detail about our services or send us an enquiry.
Global Support
Global Support
Our experience in support has lead our trained engineers to achieve an overall knowledge of your network architecture. Not only do we support the equipment supplied into your network, we assist in its interaction with other network elements from third party manufacturers. This knowledge and consultation is part of the technical helpdesk and onsite support provided by Chronos’ dedicated team of support engineers.
Our services are used by organisations around the globe and offer:
- Cost effective hardware support – eliminate repair costs
- Improve uptime on equipment – we are here 24 x 365 to help
- Consistency of service in geographically diverse locations
- Upgrades and updates available with implementation assistance
Spares Management
Next Day Swap Repair
We guarantee to replace your faulty module along with the appropriate firmware build, within one working day, or faster depending on the Service Level Agreement.
This can either be facilitated using equipment from our "Vendor Managed Inventory" or "Customer Owned Spares" pools.
Vendor Managed Inventory
Why use your company’s valuable capital expenditure to purchase your own spares when we can do it for you?
Chronos has invested heavily over the years in a spares inventory that matches your deployed equipment in both hardware and firmware configurations. As a result we now hold a comprehensive range of modules for you to access as part of your SSP contract.
Spares holdings are regularly checked using Mean Time Between Failure (MTBF) data (both computed and from field experience) and Mean Time to Repair (MTTR) on a monthly basis to ensure that your needs are met by our inventory at all times. We also take into account the various Service Level Agreements, and geographically diverse locations of your equipment in order to achieve the next day module on site services.
Your network ready spares are kept in a live state enabling our engineers to configure them to your specific requirements, ensuring a hot swap at your equipment location.
Choose Vendor Managed Spares if you need to:
- Ensure your equipment uptime is maximised
- Minimise capital expenditure
- Eliminate the inconvenience of logistics and repairs
Customer Owned Spares
If you prefer to own your spares as assets, Chronos can manage these for you. They are held as “Goods in Trust” and are kept separate from our Vendor Managed Spares.
Your spares will be kept in a live state, configured to your specific requirements, ready to be delivered to site in the event of an equipment failure.
All repairs of your assets can be managed by us, as well as full fault reporting on a monthly basis if required.
Technical Support
Chronos Helpdesk
Choose the Chronos 24 x 365 helpdesk for your business critical systems, or perhaps 8x5 office hours is all that you require. Whichever you choose the service you will receive from our helpdesk engineers will be first class.
The helpdesk is available to:
- Log faults
- Request information about your hardware, software or management systems
- Assist you in resolving problems with equipment – we do more than just support our systems
- Log on to your network if permitted to fix issues remotely
Each customer has a contract reference and each call logged to the Helpdesk is issued a unique reference number for tracking purposes. We guarantee an engineering response time of 30 minutes after your call has been logged, although as our helpdesk is staffed by engineering support personnel you will usually talk immediately to someone who can help.
Comprehensive fault and management escalations are established to ensure our support engineers have the necessary backup if required to fix your problem.
On-site Support
For issues that cannot be resolved via the Help Desk, Chronos delivers on-site support to return your covered equipment to normal operational condition. We invest in our engineers, all of whom have the knowledge to maintain your equipment to the high standards you expect.
You can choose the service level you need, next working day, next day or 4 hour disaster recovery for your business critical systems.
Updates & Upgrades
Updates
All electronic and software systems require updates from time to time, usually to fix minor errors or “bugs” in their operation or to make modifications to accommodate changes outside the manufacturers control; the “millennium bug” for example.
Chronos manage the process of getting these updates to our customers. We carry out a complete testing programme in our labs before release and then document any implementation processes required unique to each customer to ensure a smooth update is completed.
Upgrades
Upgrades add new features and functionality to your hardware and software systems enabling them to stay up to date with the continuous development of technology. Again Chronos test all upgrades before releasing to our customers, and often perform the actual upgrade at the customer’s premises.
Because of the close relationships we develop with our customers we regularly request feedback and suggestions for new features to be added to the hardware and software systems we supply, we then manage these back to the manufacturer for implementation.
Spares Support Plan
Chronos Spares Support Plan (SSP)
The majority of today’s networks are fully resilient and rarely suffer catastrophic network failures. However, there are situations that occur where fast reactions are needed to prevent issues escalating. To provide complete peace of mind we offer a range of support options including 24/365 help-desk, man-on-site, and next day equipment replacement service.
The Chronos Spares Support Plan (SSP) provides unrivalled maintenance support for over 65 customers in more than 50 countries around the world.
Chronos SSP is constantly being developed both internally and as a response to customer requirements. Each plan is tailored to suit the customer; typical features include:
- Technical helpdesk during office hours
- 24 x 365 help desk
- Engineer assistance on site
- Next day swap repair
- Same day advanced module dispatch globally
- Vendor Managed Inventory: You have access to our spares pool
- Customer Owned Spares: We manage your assets
- 4 hour disaster recovery
- All maintenance repairs handled by Chronos
- Automatic Updates & Upgrades
Customer Portal
Customer Support Portal (SSP)
Chronos offers customers a secure portal where they can log and track faults, access their full equipment list with an indication of what equipment is supported and download any appropriate manuals and product brochures. Customer specific information is also included.
