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 depend on us to provide.
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.
Support that goes the distance —
we never walk away.
Ascential Care is more than just a customer service platform — it’s a promise. A promise to stand with you, tackle challenges head-on and deliver real solutions that drive lasting results.
That’s our promise to you — we will never walk away. Have an equipment maintenance problem? We’ll help you through it. Installation or troubleshooting challenges? We’ve got you covered. Unsure what your data is telling you? We’ll help you make sense of it. Need additional training? That’s exactly what we’re here for! Your issue is our issue, and we will work tirelessly to make sure you are always on the path to success. We’re in this together — and we mean it when we say, we never walk away.
Superior connectivity with local response and global reach
We continually evolve to match the ever-changing landscape of the industries we serve. Through Ascential Care, customers can expect enhanced and seamless service experiences that drive more product lifecycle value, regardless of their location or time zone. Operating as an agile service platform, we ensure that customers can stay connected with us at all times — we’re in this together.
Plan Levels
SME technical support performed remotely during regular business hours (excluding warranty cases)
Intervention time (in business hours)
24/7 web access to request and track service support tickets, view asset information, technical documentation, and user manuals
Perform periodic verification of machine operations, system health checks, calibrations, and review practice of scheduled maintenance tasks per Operation and Maintenance Manual. Trips are scheduled during standard business days/hours. Holidays and weekend trips on request at a higher rate.
During the visit for PM, provide a report with targeted system improvements and operations/maintenance procedure modifications
Web platform to improve processing time for replacement parts with 24/7 access
Prices for spare parts in the critical spare parts list, provided with the machine, with respect to the most recent parts catalog
Shipment of spare parts is provided at the listed priority and in accordance with Ascential Care shipping policy. Based on part/s availability.
APM (Asset Performance Management) tool: data management & analytics platform to improve reliability, reduce downtime risks and costs for MRO, and increase performance
(1-year free trial)
(2-year free trial)
SME provides periodic production data analysis with summary of insights and recommendations
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)
Operator, maintenance, software or product informal training performed on-site
(update & refresh)
(update & refresh)
24/7 access to training material and technical documentation in Customer Portal
Training & Resource objectives review
SME technical support performed remotely during regular business hours (excluding warranty cases)
10 hours
Fastest
Intervention time (in business hours): Fast
Standard rate
Standard rate
24/7 web access to request and track service support tickets, view asset information, technical documentation, and user manuals
On request, with labor, travel and parts billed at standard rates
Standard
Standard
Train The Trainer (provided at start-up)
SME technical support performed remotely during regular business hours (excluding warranty cases)
25 hours
16 hours
Intervention time (in business hours): Faster
Discounted rate
Discounted rate
24/7 web access to request and track service support tickets, view asset information, technical documentation, and user manuals
Annual trip included, with travel and parts billed at discounted rates
Annual
Discounted (<10%)
Priority
Annual analysis and reporting
Annual (update & refresh)
Annual
SME technical support performed remotely during regular business hours (excluding warranty cases)
50 hours
8 hours
Intervention time (in business hours): Fastest
Preferred rate
Preferred rate
24/7 web access to request and track service support tickets, view asset information, technical documentation, and user manuals
Semi-annual trip included, with travel and parts billed at preferred rates
Semi-annual
Preferred (<20%)
Next Day
Semi-annual analysis and reporting
Semi-annual (update & refresh)
Semi-annual
| Support | Core | Plus | Elite | |
|---|---|---|---|---|
| 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 | Core | Plus | Elite | |
| 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 | Core | Plus | Elite | |
| 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) | Core | Plus | Elite | |
| 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 | Core | Plus | Elite | |
| 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 |
Enhanced data offering with Ascentialytics
Within the framework of Ascential Care, we’re offering customers new opportunities to collect, mine and measure data as part of our end-to-end support offerings. Our Ascentialytics platform is a connected, performance management solution for remote monitoring and diagnostics that records equipment data and gives actionable information. With the goal of enhancing the reliability and availability of assets while reducing risks and costs, input from this effective tool can significantly impact unplanned downtime, machine health, needed repairs and more.
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 available to support your most pressing needs.
Aerospace and Industrials
- Cimat +48 52 363 16 76
- Galileo USA +1 (864) 288-1025
- Galileo Italy: +39 0557221733
- Galileo Brazil + (19) 2129-2506
- Kleinknecht +(49) 271 3983-0
- Lismar (31) 20 4966026
- Titan +1 (262) 216-9713
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