Access to service engineers with in-depth system knowledge
Safety net
Multiple engineers ensure system availability
Structured problem resolution
Rapid escalation to specialists or on-site service
Plannable quotas
Defined call duration and annual support quotas
Global support
Worldwide availability of technical support
Application
Rapid support for unplanned disruptions
For ongoing operation of SKAN systems
Our telephone-based emergency support is available outside regular business hours and assists with unplanned, critical disruptions to minimize production downtime.
For production sites with high availability requirements
Suitable for pharmaceutical companies where unplanned downtime directly impacts product quality, production output, or supply capability, requiring a rapid response.
Process
Structured emergency process from initial report to resolution
1
Emergency reporting
Contact via the emergency hotline and identification of the affected system, including serial number and contract status.
2
Initial assessment
Recording of the fault, assessment of the impact on product, installation, and personnel as well as gathering relevant alarm and process information.
3
Data gathering
Analysis of trend data, alarm and event lists, and available images or videos for structured fault diagnosis.
4
Telephone support
Active fault analysis and solution finding by the SKAN team.
5
Escalation to specialists (if required)
Forwarding to specialized departments if the fault cannot be resolved immediately.
6
On-site intervention coordination (if required)
Prioritized planning of an on-site deployment if a remote solution is insufficient.
Service highlights
Reliable support in critical operating situations
Rapid response time
Short response times and prioritized processing help limit unplanned downtimes and minimize subsequent risks.
Technical depth
The emergency service is provided by the SKAN service team with in-depth knowledge of processes and systems.
Clear focus on resolution
Defined processes ensure that issues are analyzed in a structured manner and, if necessary, efficiently escalated to specialists or on-site teams.
Prioritized access to the emergency support with defined response times
Service agreement with call quota
Additional service agreement with a defined number of support hours for remote assistance
Telephone support
Remote support with structured fault analysis and call documentation
Coordinated service interventions
Organization of on-site interventions when required
FAQs
For unplanned, critical incidents with immediate impact on operations, product safety, or compliance. It is not intended for routine inquiries or training purposes.
An initial response is provided within a maximum of 30 minutes after the emergency call is received outside regular business hours.
Spare parts orders, training, non-critical incidents, change requests, and direct remote interventions on the system are not included.
Each call is limited to a maximum of three hours, with an annual total quota of support hours defined in the contract.
If the issue cannot be resolved remotely, an on-site intervention is coordinated with highest priority, typically within 72 hours.
