E-Service provides remote technical assistance aimed at solving most technical plant problems removing the need for engineer’s visiting your site.
This guarantees our customers a considerable reduction in service costs.

E-Service, working together with customer operators, allows all activities in the plant to be monitored as well as modifications to software parameters. No additional software installation is required in the pulpit, the only requirement is a PC connected to a fast internet connection.

E-Service is integrated with and supported by E-Assistance.

TICKET MANAGEMENT
We use a system innovative and efficient system to communicate with you.
It allows to know the real-time status of requests in the past and in progress as well. By internet you can send your request and, in base of the kind your request, the message will arrive directly on the screen of the specialist.
It avoids misunderstandings and waste of time.

Our Assistance Service is dedicate to solve your problems in the shortest possible time.
It receives and collects all requests which are then automatically forwarded to the appropriate responsible and qualified person.
All communications are tracked in order to avoid time-waste and possible misunderstandings. 
E-Assistance is used for requests relating to:

• > Training
• > Technical assistance
• > Small revamp work

During initial access, Global Services will provide each customer with their own USERNAME and PASSWORD for easy access into their own personalized area.

24H / 7DAYS ASSISTANCE

+39 0432 195 3999
Our direct telephone number is available 24 hours a day, 7 days a week.

To better serve our customers, Danieli Automation Call and Service Centers are strategically placed around the world:

• > Italy
• > America
• > India
• > Thailand

Our specialists provide professional support for any problems and/or emergencies.
Thanks to this service, our skilled personnel can provide prompt assistance to help resolve critical situations.

› Remote Control
› Remote Support
› Remote Access

Deliver On-Demand Remote Support to our Customer or Employees

With just a web browser and an internet connection, Danieli Automation Remote Support Services let to establish an immediate connection between Danieli Automation and Customer computers providing on-demand remote technical or sales assistance as if our staff were sitting right next to them. Our Customers receive fast and efficient support without having to go through multiple calls to diagnose the problem. No more expensive on-site visits or downtime for customer applications.

How it works
Phase 1: The end user calls Danieli Automation Support Center asking for support. The Danieli Automation representative provides the end user with the Support Portal URL and a unique connection code to begin the remote-support session.
Phase 2: with the end user's permission, a secure thin client will be downloaded and installed on the customer pc. Our representative can immediately diagnose, troubleshoot and resolve the incident using a variety of incident tools, including: chat, remote diagnostic, file transfer, reboot and reconnect, annotation tools, team collaboration and session transfer.
Phase 3: at the end of the session, the end user immediately provides input on the support experience, enabling our organization to address session metrics and maintain a high standard of customer satisfaction and loyalty.

All our items and components are deeply serviced by our team of experts and come with up to 12 months guarantee.