CUSTOMER SUPPORT – COMPARISON TABLE
SERVICES
Feature
|
|
|
|
|---|---|---|---|
| Support Plan Type | Immediate intervention | Scheduled assistance | Structured ongoing program |
| Pricing Model |
Hourly charge (max. two days / 22 hours), incl. travel |
Bank of prepaid hours | Monthly maintenance fee |
| Senior Support Engineers | ✔ | ✔ | ✔ |
| Same-Day/Next-Day Service | ✔* | ✔* | ✔* |
| Evening/Weekend Coverage | ✔* | ✔* | |
| Requires a Support Contract/SLA | ✔ | ✔ | |
| Dedicated Averna Staff | ✔ | ✔ | |
| Service Reports | ✔ | ✔ | |
| Regular Site Visits | ✔ | ||
| In-House Client System Configuration | ✔ | ||
| Parts/Spares Management | ✔ | ||
| Change/Knowledge Management | ✔ | ||
| Predictive Maintenance/Trending | ✔ |