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| Customer Support |
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Ultra TCS provides products and services as a total solution for its customers. Offering them innovative and cost effective solutions so that they are fully satisfied with their products and systems. The customer satisfaction process begins at the earliest stages of design when we develop our product/support strategies tailored to the needs of the end user. The mainstays of this strategy are:
A Customer-focus
• High quality of service;
• Innovative and open minded solutions;
• Fast response to requests for support;
• Regular reviews of customer requirements to develop and maintain customer satisfaction.
Innovative solutions
• Innovative, comprehensive support offerings to provide complete cost-effective solutions;
• Products that fit within our customers existing support structures;
• New support technologies and services.
Customer partnerships
• Trust-based, reciprocal partnership for profitable, long-term relationships;
• Long term joint management of system support.
We cover the complete life cycle cradle to grave:
Systems & Equipment Design
This process involves the initial engineering activities and covers:
• Managing Integrated Logistics Support (ILS) activities so that system/product design incorporates supportability and minimises total life cycle costs;
• Managing "design-for-service" activities so that system/product design incorporates serviceability.
• Ensuring that support is planned along with other system/product components to achieve availability requirements.
• Customised support solutions
Fielding & Transfer to Customer
This process involves providing the materials and services the customer needs to put the product/system into service:
• Documentation;
• Training;
• Initial provisioning data;
• Installation;
• Tools & test Equipment;
• Spare parts.
Lifetime Service Support
This support ensures that the product/system meets the customer's requirements, particularly in terms of operational availability. Comprehensive service offerings provide the most efficient support, the emphasis being on fast reaction times and reliable, personal contacts.
To ensure customer satisfaction, this support phase includes:
• Providing warranty service;
• Follow-on training, documentation management, provisioning of spares;
• Long term repair support;
• Providing high quality technical assistance (hot-line, field service, RMA, etc.)
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