We understand that on time installation and ongoing maintenance is critical to the effective running of any park or attraction.
We pride ourselves on our ability to rapidly respond to your needs and minimise disruption.
We offer locally based field service support operating in four continents, giving you support when and where you need it - 7 days a week. We specialise in reducing downtime and enabling fast system recovery which can reduce lost revenue by up to 81%. All our engineers undergo an extensive training period to ensure that they can tackle any issue as it arises and get you fully operational in the minimum time. As part of this, trainees are teamed with an experienced engineer and supported by both a technical team and extensive on-line documentation.
Our Service Management Approach
Our staff are trained to provide key on-site expertise, helping you diagnose faults quickly. Our monitoring system uses statistics to identify system issues and anticipate equipment failures so we can act quickly. We use an award-winning cloud-based monitoring system which instantly alerts us when issues occur.
Our engineers are organised with a focus on service and system availability.
We ensure our systems are always available to deliver the best possible guest experience.
Our field service and service desk team use data from our comprehensive systems to ensure a swift resolution to guest enquiries.
Our systems are designed to be automatic in operation for increased productivity.
Our Service Level Agreements
We deliver unrivaled system availability and quality through world-class service provision. We have invested significantly in proactive maintenance and rapid fault detection, recognition and rectification. We supply different support team to ensure seamless operation across our services.
These include project management teams to ensure optimum delivery of installation, on-going service management and operations teams and help desk, as first port of call for any technical issues that arise. We also provide engineering support in place to match SLA, including field service and ticket and incident management systems. Other support functions such as procurement, HR and marketing are also included depending on SLA.
Our Help Desk
Our help desk is the first-point-of-contact for destinations reporting a service fault or issue. Help desk calls are managed through a dedicated internal team who can resolve many of the issues by remote access and system review.
In the case of significant impairments, field service activity teams are strategically located throughout the world, ready to be dispatched to meet SLAs. We consistently monitor our operation to ensure system uptime and utilize historical references to plan how to address peak periods where we experience higher volumes.