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Support

Support

We are committed to meeting all your service needs with our team of highly trained service professionals consisting of both Exicom on roll employees and service partners. Our wide range of services includes site surveys, project execution, installation and commissioning, digital monitoring, preventive maintenance, Li-ion battery maintenance, corrective maintenance, product repair and user training.

Our services

Project Management

Surveys to evaluate technical characterstics, dimensions and requirements
Site design services
Project management - procurement, tracking, scheduling, supply and services

Installation

Site works
Installation and test report
Connection to customer backend
User and service training packages

Preventive Maintenance

Semi annually or quarterly site visit (as per contract) with health report
Visual checks, System test report, alarm history check and final report
Critical software upgrades
Recommendations on upgradation, or expansions

Corrective Maintenance

24x7 remote diagnostics (if applicable)
24x7 on site visits with faulty part replacement
Critical software upgrades

Life extension

Product repairs
Spare parts
Extended warranty

Annual maintenance contracts

Enjoy expert support at all times with our complete service package

Fast

Fast onsite response times and always-available spares

Secure

Maximum operational uptime with no compromise to security

Reliable

Proactively address issues with regular maintenance visits

Customised

Fully tailor SPA agreements to meet your organization’s needs

24/7 monitoring

Remotely diagnose and resolve issues via online monitoring

Our process

Available across India and expanding internationally, our service network uses rapid remote diagnostics and onsite repair to guarantee a high charger uptime

1. Product is having an issue

L1 - Customer to try and fix the problem by use of owner manual / troubleshooting manual. Most minor issues are fixed by this process

2 Product issue is reported

In csae of an unresolved problem - Report your product issues to us by getting in contact with our customer support team via toll free number (India) or your distributor / service partner (outside India)

3 Remote debugging

L2 - To respond more rapidly, Exicom Service team (India) or Distributor / Partner (outside India) attempt to run remote diagnostics and debugging on connected Power systems and Li-ion batteries

4 Engineer dispatched to site

L3 - If onsite intervention is needed, we'll send our closest available engineer to assist you in person with required spares as per agreed SLA's

5 Commercials

Depending upon status of your equipment (under warranty, out of warranty or AMC) and type of maintanance contract, appropriate invoice is generated

6 Root cause analysis

Once the issue is resolved, we perform a root cause analysis and share learnings between us

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