Hotline: 24/7, 365 day support
The Logistex Hotline provides 24 x 7 x 365 day support for the Logistex Warehouse System (LWS) and its associated controls (PLC) software, as well as computer hardware and network infrastructure.
How we work
Based in the Kettering office, there are dedicated hotlines for Systems issues and
Controls issues, manned by skilled engineers with a wealth of industry experience. By co-locating the systems and controls hotlines we are able to perform a joint investigation without any communication difficulties, thus reducing the time taken to identify the source of the problem. The first line engineers are supported by a second line team composed of development engineers who are also based in the Kettering office, facilitating close cooperation. Each customer’s site has a primary and secondary expert assigned from within the second line team to provide third line support. This structure ensures that there is a rapid resolution of issues, as complex problems are escalated to the appropriate level of expertise.
When a call is received, the details of the issue are recorded in our fault reporting database (the ticket system), and the caller is given a unique reference to allow the issue to be tracked. The issue is categorised by severity, and we aim to resolve the issue within the period defined for the severity of issue within the Service Level Agreement. These tickets form part of our knowledge base, along with the Frequently Asked Questions (FAQs), and allow us to quickly identify the solutions for issues that have occurred previously. There is also a mechanism for recording issues which may have a software bug as the root cause in a Software Performance Report (SPR).
We understand that when you have a problem you want to know how it is progressing. As well as explicit feedback to the call originator, we provide a Twitter feed to help keep a broader audience within your business informed. We also have a management escalation processes in place, so the people who need to know what is going on are kept informed.
As well as responding to issues reported by customers, the hotline proactively monitors customer’s systems in an attempt to identify and resolve issues before the operation is affected. This is achieved by automatically polling servers and equipment to identify problems such as disks and files filling up, hardware failures, loss of connectivity and software process failures. When one of these errors is detected, the hotline engineer is notified and they will inform site and perform the necessary corrective action.
Finally, we think it makes it easier for you to describe an issue to someone you know, and who you share the same terminology with. Therefore when not actually on a hotline shift, we like our engineers to visit customer’s sites to understand how you use your Logistex system operationally, and to meet the people who will be calling when an issue arises.
Systems Support: +44 (0)1536 480846
PLC Support: +44 (0)1536 480487
Field Service: +44 (0)1536 480732
As part of our service, we can supply spare parts for supported materials handling equipment. Our Spares Department can be contacted on:
Telephone: 01536 480728Email: firstname.lastname@example.org