While DCS’s custom engineered material handling systems and warehouse automation solutions are designed and built for maximum uptime and reliability, occasionally an issue can arise. To help quickly pinpoint, diagnose, and address a situation before significant downtime occurs, DCS has a team of customer support engineers dedicated solely to troubleshooting and issue resolution. These highly trained experts are specialists in either electrical controls or warehouse control software (WCS). They possess vast expertise in evaluating and solving mechanical, electrical, control, software, and database issues.
Available 24/7/365, DCS System Support engineers are on-call around the clock. They log in to your system remotely via secure protocols to help your in-house system expert identify and resolve the problem. Your in-house point person always speaks directly to a DCS engineer from the first call; no third-party answering service or tiered checklist to wade through first and waste time.
Regardless of the level of severity- from a critical or serious disruption that halts or significantly impacts an operation, to moderate or minor functional issues that are important but less urgent- all issues are escalated accordingly, as well as thoroughly documented and tracked by DCS. If the issue cannot be addressed via phone call, your DCS’s System Support engineer will arrange for the closest available DCS expert to travel to your location, determine a solution, and get you back up and running with minimal disruption to your warehouse operation.
System support from our engineers is offered on a complimentary bases for the first year of a new DCS solution’s operation. Extended support is available by contracted annual agreement.