service level agreements

Our technical support for running installations is organized in Service Level Agreements (SLAs) to help safeguard performance robustness and cost efficiency. A data connection is required for remote assistance, which can include real-time monitoring and performance analysis. Your SLA may include site visits, expert helpdesk support, and 24/7 assistance, as well as preventive maintenance and on-site module repair. 

The general trend is towards framework agreements with a strong focus on the total cost of ownership. In such agreements, we are responsible for the flawless operation of filtration installations for an extended period. 
This usually includes improvements in process engineering (PE) and process automation (PA), spare parts management and on-site support by field engineers, including preventive maintenance.
 

We take a proactive approach to troubleshooting, and you can count on swift action should any technical emergency arise. A dedicated service manager serves as your single point of contact. 

You can choose between four service levels to match your system, operational goals, and specific needs. If you have any questions, please feel free to contact us.


service level A

  • Expert advice and assistance in operation and performance
  • Minimizing system operational costs
  • Upfront recognizing of future performance

service level B

  • Expert advice and assistance in operation and performance
  • Minimizing system operational costs
  • Upfront recognizing of future performance 
  • Site consulting visits by Pentair Service Manager 
  • Checking general physical condition of the plant
  • Checking individual equipment items (by agreed list)

service level C

  • Expert advice and assistance in operation and performance
  • Minimizing system operational costs
  • Upfront recognizing of future performance 
  • Site consulting visits by Pentair Service Manager 
  • Checking general physical condition of the plant
  • Checking individual equipment items (by agreed list) 
  • Helpdesk line of Pentair Services (24/7 support)
  • On-site assistance within the agreed response time
  • Immediate 24/7 software and performance problem support

service level D

  • Expert advice and assistance in operation and performance
  • Minimizing system operational costs
  • Upfront recognizing of future performance 
  • Site consulting visits by Pentair Service Manager 
  • Checking general physical condition of the plant
  • Checking individual equipment items (by agreed list) 
  • Helpdesk line of Pentair Services (24/7 support)
  • On-site assistance within the agreed response time
  • Immediate 24/7 software and performance problem support
  • Membrane Performance Audit 
  • Dedicated spare parts list based on risk analysis 
  • Spare parts management, ordering and delivery
Pentair X-Flow - Global Service