e.d.c. proposes a Remote Assistance service to support its Customers. The testing system must be connected to the Internet and, through a suitable software program, the e.d.c. technician can take the control from remote. The service can be used for a pre-diagnosis, which will allow the e-d-c- technician to have all the necessary informations in order to choose the most efficient, fast and optimized way to solve the eventual problem, or can directly solve the situation, thanks to the instruction given from the e.d.c. technician to the Customer technician and to the Customer collaboration.This solution can also be used to optimize the eventual installation costs in case of requests of software modifications.
The standard procedure starts with the assistance official opening at the restitution from the Customer of the assistance module with the costs indication, duly signed and stamped. In order to reduce any waste of time due to these bureaucratic aspects, e.d.c. proposes Remote (and/or Telephone) Assistance Contracts, with the preventive purchase of a certain number of telephone and/or remote assistance hours (20h - 40h - 60h), at a discounted fare. Therefore, for the Customers with the contract, the formal aspect is already satisfied and it’s possible to proceed with the planification or, possibly, also with the performance of the assistance immediately at the first contact.
The hours purchased can be used up to their finish (and then a new proposal of purchase will be done) and has no expiry date.
For every assistance, in any case is always opened a dedicate module, in order both to have the complete history of the system and to be able to report to the Customer when and for which topics the hours had been used.