PULSE LifeTime Services

For Service Contact:  570.655.5951  •  info@PULSE-si.com

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PULSE Lifetime Services exists to serve as a valued extension of your team and assures you will meet your system uptime and performance goals by providing you with:

• Comprehensive, yet economical service and support coverage

• Custom tailored programs designed to meet your exact needs

• Costs are transparent, predictable and affordable

• Optionally budgeted at flat monthly rates

Maximized Productivity

Improved Uptime

Flat,

Predictable Costs

Maintenance, Repairs and Modernization Programs

PULSE Lifetime Services assures you will meet your system uptime and performance goals by providing you with a comprehensive, yet economical, preventive maintenance and support program. Our staff experts ensure that your system will remain functioning as designed enabling you to confidently focus on achieving your business goals.

 

Our experience has shown that clients are most successful when the appropriate personnel are trained during the development, installation, and start-up phases of the project. Therefore, the same team that installs and commissions your solution is the same team that will service and support it for the life of your investment.

 

We also educate all suitable client personnel on system operational procedures until they feel completely comfortable with the day to day operational routine and we are available 24/7 to support them when they require assistance.

Inspections, Maintenance Reports and Preventative Maintenance

Our regularly scheduled maintenance inspections supplement your maintenance team and identify potential problems before they become costly. Routine equipment inspection and maintenance is one of the most important critical success factors that will assure you meet your performance goals. Our staff experts rigorously inspect your equipment and provide you with actionable maintenance reports that identify preventative maintenance requirements by criticality.

 

Preventative maintenance and repair optimizes equipment performance and avoids unplanned downtime. Our staff experts will review your maintenance reports with you and, based on your agreement, our technicians will procure the necessary parts, including all lubricants and cleaners, and work with you to plan and perform the necessary maintenance and repair procedures.

 

By following through with routine inspection and preventative maintenance, you will assure your equipment is available when you need it. Inspections can extend equipment life, reduce breakdowns, increase worker safety, and increase systems performance and capabilities. Our semi-annual, quarterly, and monthly PM inspections supplement your maintenance and identify potential problems before they become costly.

Modernization and Rebuild Programs

As facilities and equipment ages, especially for facilities that have not been well maintained, it can sometimes be beneficial to integrate modernization or rebuild programs into a routinely performed maintenance programs. These programs can be as simple as the scheduled replacement of conveyor lines, or controls upgrades, to more advanced modernization programs that may include the introduction of scalable robotics and  advanced software solutions.

 

PULSE Integration’s highly experienced engineering teams can design a modernized end state solution along with an incremental modernization roadmap that will enable you to begin realizing benefits with each incremental improvement. This approach allows you to continue operating while migrating towards a high performing, modernized solution.

Emergency Dispatch

We know that your system uptime is essential to your business success which is why our goal is to work with you proactively to avoid big problems before they occur, but, when emergencies do occur, our emergency support and repair teams are available to assist you 24 hours a day, 7 days a week. In a critical emergency, for all clients with support contracts, we take proactive measures to assure that we can be onsite fast to respond to any emergencies.

Site Support and Monitoring Services

Our site support experts provide a wide array of operational, technical, software and controls troubleshooting and support. Our teams are knowledgeable of your site and trained to quickly provide level 1, 2 and 3 support, either onsite or remotely, to ensure a speedy and permanent resolution.

Level 1

Usually provided by a support generalist who is knowledge of your site and trained to provide basic support and troubleshooting services. Typically provides and supports user recoverable break/fix resolution instructions. Collects detailed problem information and escalates to Level 2 and Level 3 support when needed.

Level 2

Usually provided by a product expert. Strong analytical skills to identify complex problem root causes. Capable of executing complex recovery procedures to rollback errors and / or recover data. May recommend fixes to Level 3 and, if required, escalate to level 3 Support.

Level 3

This is provided by an engineering level resource. Typically, only referred to when a system defect

or unrecoverable error is encountered. May provide software, controls, or configuration updates to

resolve issue.

Remote Services

24/7 Remote Site Support

In the event of a problem, the PULSE remote site support team is available 24/7 to diagnose, resolve, or dispatch Field Service Technicians if necessary.

 

Remote Diagnostics and Recovery

The PULSE remote site support team is trained to quickly perform remote diagnostics and execute recovery procedures. In the event that a problem requires an engineering resource to resolve, they are able to quickly engage the right resource to drive to a speedy and permanent resolution.

 

Remote Monitoring

PULSE remote monitoring, depending on the solution, utilizes a combination of advanced interactive monitoring platforms, data collection and analysis, and even cloud-based camera solutions to continuously monitor your operation around the clock. Remote service team members are able to access these platforms and proactively identify potential disruptions before they become actual problems.

Resident and Startup Services

The PULSE Resident Services program, also available as Startup Services, provides the highest level of performance assurance and equipment care available. In this program, we cross train technicians so they are understand the nuances of your site and have the ability to perform level 1 and level 2 troubleshooting for all software, controls and electro-mechanical solutions on your site and have direct access to level 3 engineers, if needed. This minimizes the time required to work through a standard remote support process and provides the fastest resolution time possible. All Resident and Startup Services programs are custom tailored to ensure you have the exact support team that meets your needs.

Advanced Maintenance and Repair Programs

PULSE site teams are trained to provide comprehensive onsite services for every line of equipment in your environment and your operation. This provides a valuable alternative to leveraging visiting technicians that are usually only trained on a single line of equipment. For complex, highly automated environments, a small number of onsite service team members can provide advanced maintenance and repair services for multiple lines of equipment.

 

Onsite Support, Expert Diagnostics and Troubleshooting

PULSE site teams are trained to provide onsite support for operations, software, e.g. warehouse execution systems and warehouse control systems, controls and automated equipment. This can be provided as a post project commissioning startup program or, for large facilities, in a permanent site role. Our site support teams resolve problems quickly because they provide level 1 and level 2 troubleshooting and escalated quickly to the right level 3 engineers, if needed.

Site Startup

Once a project has been commissioned and the equipment has been turned over to the operational team, there can be a temporary performance drop that occurs while the operational team acclimates to owning the new system. This is where PULSE Site Startup services can bridge the gap between project and plant ownership. By leveraging knowledgeable, custom trained technicians, your PULSE Startup team can provide combined operational support, technical support and perform routine inspections and preventative maintenance while supporting your team as they rise through the learning curve. Once your team is up to speed and independent, the Site Startup program can be converted to a remote site support program.

 

Training and Operational Support

PULSE Integration’s Training Services assist you in maintaining a world class operation by keeping your team up to speed on a wide variety of areas including, safety, operations, software, controls and high automation equipment. PULSE trainers will develop custom tailored training programs that are aligned with the unique demands of your environment and operation.

Services Overview

Predictive - Platinum

Gold plus:

• Predictive maintenance

• Accelerated resolution times

• Health checks and performance monitoring

 

Preventive - Gold

Silver plus:

• Dedicated account technician

• Scheduled inspections and reports

• Equipment maintenance and repair

• Remote site monitoring

 

Warranty - Silver

Bronze plus:

• Emergency dispatch with no incident fee

• Targeted response times

• Discounted service rates

• Incident tracking

 

Basic - Bronze

• 24 x 7 Hotline

• Parts and Warranty Service

• Emergency dispatch at per incident fee

Parts Management and Warranty Services

Parts Management

PULSE Integration provides a comprehensive line of genuine OEM and third-party parts at competitive prices and works to ensure your parts needs are addressed based on your service levels, redundancies, part criticality and sourcing lead time. We work to ensure you’re never down for lack of the right part. For clients with site service plans, we assist you in auditing your parts inventory to be sure you have the parts you need, when you need them and where you need them.

Warranty Servicing

PULSE Integration provides warranty servicing for all equipment we deploy and parts we’ve sold.

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© PULSE Integration 2018, a WEPCO Company

570.655.5951     |      info@PULSE-si.com

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