High Predictability is Essential

Qualified Support Without Delays

Our Operations Center is operated by highly qualified service engineers possessing significant in-depth technical expertise and professional troubleshooting skills. This has its obvious benefits: The first responder is able to initiate root cause identification without the hazzle of escalation, tedious case transfer etc. The result is that in more than 80% of support cases, we resolve the reported issue the first time you contact us — without even going on-board.

Support is available through our online support system as well as phone and email. Correspondence regarding reported request and issues is logged and journalized for our joint convenience.

Field Services with Minimal Waiting Time

When you are in need of a field service visit, our service agreements guarantee prompt on-site assistance. A Terma Lifecare Service Level Agreement is your guarantee for the availability of top-shelf field service engineers.

As part of Terma Lifecare, you get access to:

• More than 30 Terma service engineers averaging more than 25 years of experience
• More than 20 Terma-certified service engineers available through certified Service Partners.

We are the experts when it comes to our own solutions, and with Terma Lifecare your warranty is maintained after our visit.

Short Delivery Times Guaranteed

When you decide to join Terma Lifecare, you receive guaranteed delivery times for spare parts, repairs, and services. This guarantee provides customers with peace of mind; should an interruptible error occur on your solution, Terma sits stand-by to assist.

Spare part stockpiles for both commercial-off-the-shelf and Terma-produced parts are scaled to match Terma Lifecare customers support needs, identified by Terma Lifecare Service Level Agreements that are tailored to match each customers individual requirements with regards to lead times and service levels in general.

Repair or Part Exchange, whichever you prefer

At the Terma specialized repair facilities, specialists work with the sole purpose of bringing failing equipment back to full operational state, while ensuring that repairs are commenced in accordance with equipment specifications and standards.

For customers that are not interested in spending precious time waiting for repairs to complete, Terma offers to exchange defect parts with refurbished parts at the same cost and warranty conditions as standard repair, but with much faster turn-around-time. And with our top-level repair service, the defective part does not even have to be decommissioned from the operation system prior to customer receiving the exchange part.