Customer Support

What is the customer support?

Range of services provided to assist customers in making cost effective and correct use of a product. It includes on-site installation, remote installation support, training, troubleshooting, maintenance, upgrading, and disposal of the product.

Our Services

 

1. Commissioning

  • On-site commissioning management and deliveries
    • Wi-care / I-see
    • Emerson devices
    • Spectro devices
    • FLIR Camera
  • Remote hardware and software commissioning management
    • Software installation / configuration through teamviewer remote access

2. Training

  • Training Portfolio management
  • New training center partnership development
  • Training deliveries

3. Remote "on going" services

  • Regular check of Wi-care communication, battery and data transfer status for “under contract” customers
  • Flash report: Alarms status and actions requires
  • Detailed spectral analysis on periodical report or on emergency / Triggering

4.Hardware and software maintenance

  • Proactive actions for battery and hardware changes on Wi-care (following regular checks or according installed database)
    • Non Atex Batterie
    • Atex Batteries
  • Wi-care After Sales Management
    • Spare part delivery management
    • Gateway updates
    • Wi-care, range extender, coordinator repair
  • Reminder, follow-up and management of devices calibration
    • CSI
    • Flir
  • Hardware repair

5. Troubleshooting

  • Remote
    • Tasks management
    • Sensors and gateway assignation
    • Phone : +32(0)65.45.72.14
    • Email : Wicare_support@icareweb.com
    • Remote control method : TeamviewerQS *
    • Database Administration
    • Condition monitoring
    • Net-Wicare, cloud data transfer,…
    • Contact
  • On-site
    • If no solution is available remotely

(*) Official licence owned by I-care no other version may be used