For us service is just as important as our products. We want every individual client to be completely satisfied with the performance of our products and systems. The only way we can achieve this is by providing you with the best possible service.
We spend a lot of time and effort to find out in advance what you really need and how our products can help you achieve this. It means we have a lot of questions and need you to provide us with a lot of details, but the reward is that it is get ar real solution. If not, you can call us, and we help you solve any remaining problems.
We can also provide on-site support, whenever you require it, wherever you require it. We have a complete set of tools and spare parts which can easily be shipped to any part of the world so that, when our technician flies in, he has all he needs to get your system on line and as new again in only little time.
We have two things to offer: products and expertise. With more than 20 years of experience in oil/water separation, we have learned a lot and we want you to benefit from the knowledge we acquired. The challenge for us is to give you access to this knowledge, and we think we have found a great tool for this.
The way it works is that you send your email, with your request for support, to the support desk. It will than automatically be assigned to a support agent who will respond to your request by email. So far there is no difference with a normal email, except that the communication is now identified with a ticket number, shown in the subject line. This ticket number is essential because it keeps your communication separate from all other email traffic and through this ticket number, the communication can be tracked for proper follow up. As long as you reply to the emails from our support agent, with the ticket number in the subject line, your communication is tracked and the responsible agent will be notified immediately.
The first time you send an email to our support desk, you will receive an activation email. This email will allow you to set up a user name and password for access to the support site. There you will find the entire communication, inclusive any attachments like photos or data sheets, which have been sent, whether by you our by the support agent. This will be very valuable if you run into the same problem again or if you want to look back to see what was said in earlier emails.
You don't have to activate access to the support portal if you don't want to. You will still get the full support through the email correspondence. However, in addition to looking up the communication concerning your tickets, the support portal provides information and documentation which can be very useful in using and maintaining our products.