Elevating support, Enhancing value.
At Ascential Technologies, field support isn’t an afterthought — it’s a priority. We’re committed to ensuring our customers receive exceptional lifetime value from the equipment and automation they rely on us for.
Ascential Care brings together our top technicians across multiple disciplines to support our global customers. Our customer service platform ensures proximity and responsiveness, allowing us to adapt swiftly while leveraging our deep expertise to meet ever-evolving customer needs. With Ascential Care, customers can expect excellent on-site and remote support at every step – from installation and launch to ongoing service and maintenance, refurbishment, spare part services and more.
Impossible? Done.
for Test & Measurement
| Core | Plus | Elite | ||
|---|---|---|---|---|
| Support | ||||
| Remote support SME technical support performed remotely during regular business hours (excluding warranty cases) |
10 hours | 25 hours | 50 hours | |
| Response time for customer support and troubleshooting | 24 hours | 16 hours | 8 hours | |
| Onsite emergency response and coverage Intervention time (in business hours) |
72 hours | 48 hours | 24 hours | |
| Labour & Travel | Standard rate (list price) | Discounted rate (-10%) | Preferred rate (-20%) | |
| Material / parts | Standard rate (list price) | Discounted rate (-10%) | Preferred rate (-20%) | |
| Customer Portal 24/7 web access to request and track service support tickets, view asset information, technical documentation, and user manuals |
||||
| Maintenance | ||||
| Preventive Maintenance Perform periodic verification of machine operations, system health checks, calibrations, and review practice of scheduled maintenance tasks per Operation and Maintenance Manual |
On request, with labour, travel, and parts at standard rate | Annual trip included, with needed parts at discounted rate | Semi-annual trip included, with needed parts at preferred rate | |
| Scheduling optimization based on real usage data from Ascentialytics (only with cloud version) | ||||
| System Health Check During the visit for PM, provide a report with targeted system improvements and operations/maintenance procedure modifications |
Annual | Semi-annual | ||
| Spare Parts | ||||
| eCommerce Web platform to improve processing time for replacement parts with 24/7 access |
||||
| Critical Spare Parts Prices for spare parts in the critical spare parts list, provided with the machine, with respect to the most recent parts catalog |
Standard (list price) | Discounted (<10%) | Preferred (<20%) | |
| Shipping Shipment of spare parts is provided at the listed priority and in accordance with Ascential Care shipping policy |
Standard | Priority | Next Day | |
| Performance (Ascentialytics) | ||||
| Ascentialytics APM (Asset Performance Management) tool: data management & analytics platform to improve reliability, reduce downtime risks and costs for MRO, and increase performance |
||||
| Performance Analysis SME provides periodic production data analysis with summary of insights and recommendations |
Annual analysis and reporting | Semi-annual analysis and reporting | ||
| First Alert Monitoring System Remotely monitor your machine and proactively respond if the data received on Ascentialytics indicates the need for intervention by us or by yourself (only with cloud version) |
||||
| Training | ||||
| Instructor-led training Operator, maintenance, software or product informal training performed on-site |
Train The Trainer (provided at start-up) | Annual (update & refresh) | Semi-annual (update & refresh) | |
| Self-service Training Material 24/7 access to training material and technical documentation in Customer Portal |
||||
| Review Training & Resource objectives review |
Annual | Semi-annual | ||
Superior connectivity with local response and global reach
Enhanced data offering with Ascentialytics
Educating inward, servicing outward
Our promise
and mission
Through Ascential Care, customers can expect elevated support at every step of their journey, from installation and launch to ongoing service and maintenance and beyond.
Our mission is focused on empowering our customers with globally responsive, locally attentive service solutions. We aim to be a trusted partner in our customers’ success by delivering rapid, efficient support through innovative technology, enhanced asset performance and seamless operations.
Need support? We’re here for you.
2,300+ experts and over 40 locations across the globe.
No matter where you are in the world, we are readily available to support your most pressing needs.
Aerospace and Industrials
- Cimat +48 52 363 16 76
- Galileo +1(864)288-1025
- Galileo Brazil + (19) 2129-2506
- Kleinknecht +(49) 271 3983-0
- Lismar (31) 20 4966026
- Titan +1(262)216-9713
- United States +1 (616) 234-1234
- Germany +49 5102 93 52 0
- China +86 10 5870 0991
- Belgium +32 50 40 85 40
- Latin America +55 11 5183 4966
- Korea +82 2 2026 2590
Transportation
- Belgium +32 50 40 85 40
- China +86 10 5870 0991
- Germany +49 5102 93 52 0
- Korea +82 2 2026 2590
- Latin America +55 11 5183 4966
- United States +1 (616) 234-1234
- Life Sciences +1 (541) 738-4360
- Automation +1 (651) 643-3700
- Medical Devices +1 (763) 444-4747
- Latin America +506 8919-4010
- Singapore +65 6558 8018