Support and Helpdesk
Netcontrol Support and Helpdesk Services have been recognized by customers to be professional and fast in solving incidents. But this has also always been a focus area for Netcontrol: to be able to provide first class customer support. Engineers working with the Helpdesk are normally very experienced project engineers, being able to solve most of the questions just during the phone call.
Netcontrol customers can also select from several levels of support; from the basic Technical Support with Remote Support, over Preventive Maintenance, Hardware and Software Maintenance, System Maintenance up to System Monitoring and Usability Service. In this way the customer can select a service level that fits the knowledge and resource level of the own organisation as well as the criticality of the system, and not having to pay for unnecessary services.
During implementation of a new system there is a lot of information and settings to be defined. When Netcontrol's professional project engineers assist in these tasks, the system is defined in the right way, giving the customer maximum benefit from the system in the future and securing that the project is on schedule.
In larger scale projects there are normally several vendors involved. Netcontrol has in many cases been selected to act as the overall project coordinator for the project, in addition to the role as project manager for the own part of the project.
During implementation of complex systems like Master Stations (SCADA) or Outstations, there is a need to train the customer personnel in administrating and using the new systems. Netcontrol provides high level customizable trainings where the focus is on practical exercises implementing a similar system.
Netcontrol has also a very good knowledge on communication networks for SCADA systems; something customers have utilized by having Netcontrol to define their new communication network.
Throughout the history of Netcontrol, the development has been done in close contact with the customers. One way this is seen is the user forum, the Netcontrol User Group (NUG) days, arranged about every 18 months. During these days customers present their ideas as well as achievements, and Netcontrol presents new development, development plans and new products. Through this kind of cooperation with customers, Netcontrol gets valuable knowledge to be able to develop solutions that solves the customers' problems.