Technical Support Services
Technical Support Programs Overview
Help Desk
Service Contracts
On-Site Field Service
Support Software Support
Technical Support Programs Overview
In today's fast paced technical environment, convenience, flexibility and speed are key. To meet these needs, Bruce Technologies Inc. (BTI) has developed a number of technical support programs to assist your technical support staff deliver the expertise and experience you need to be successful.Bruce Technologies Inc.'s technical support objective is to provide support capability that exceeds its customers' expectations. To accomplish this, BTI's support staff consists of engineers with years of experience working closely with the customer base. These technical support engineers act as a direct liaison between the customers, field service engineers, manufacturing and engineering personnel.
Help Desk
When a situation occurs that requires BTI's immediate technical support, or you have a technical question about your equipment, assistance is available through the technical help desk.The help desk supports the customer base by providing all aspects of technical information such as engineering support, technical wiring schematics, system layouts, system drawings, technical procedures, preventative maintenance procedures and overall system specifications and applications for all models of BTI equipment.
For additional information on Horizontal & Apex products contact techsupport@Brucetechnologiesinc.com or call (978) 262-2178 or (978) 670-5501 ext. 178. Help desk hours are 8:00am - 5:00pm EST.
Service Contracts
Bruce Technologies Inc. offers a wide variety of service options to meet your individual service requirements. Fully trained and qualified Field Service Engineers (FSEs) are dispatched from our support service centers to provide timely regional support. Typical service contracts are included below, BTI will work with you to customize a support package to meet your individual needs. For additional information, contact service@Brucetechnologiesinc.com.
Full Contract: A comprehensive plan that provides full 24/7 coverage ( 24 hours per day, 7 days per week) maintenance and coverage. Services include preventative and unscheduled maintenance, operator training and troubleshooting. Site management of the maintenance function is included in the service.
Shift Coverage Contract: This service plan is designed to augment your existing maintenance function with individual shift coverage. Services include preventative and unscheduled maintenance, operator training and troubleshooting but are on a specific schedule.
Technical Representative Contract: This service offers on-site assistance to interact with your maintenance function to schedule preventative maintenance and training in maintenance activities. Bruce Technologies Inc. also offers senior level assistance for troubleshooting and previously unscheduled maintenance activities. Maintenance service is offered first shift Monday - Friday and requires a 36-hour window for scheduling personnel.
On-Site Field Service Support
Furnace Startup Assistance and Installation
Bruce Technologies Inc. provides startup and installation assistance with each furnace system. Bruce Technologies Inc. schedules installation after confirming that the pre-installation items have been properly performed by the customer including environmental concerns, utility, gas and electrical connections.1
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Description
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Comments
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| Unpacking and inspection | Bruce Technologies Inc. will observe process |
| Moving in and rigging | Bruce Technologies Inc. will observe process |
| Leveling and assembly at final location | |
| Installation of purchaser supplied quartzware | Bruce Technologies Inc. will assist |
| Installation and alignment of horizontal heating elements | If required |
| CVD connection and leak checks to vacuum pumps | Bruce Technologies Inc. will connect furnace system & verify communications.2 |
| Water and gas leak checks | Bruce Technologies Inc. will assist |
| Final assembly and wiring | |
| Robot teaching and safety interlock checks | |
| Hardware acceptance test | |
| Process qualification | If purchased |
| Notes: 1 Customer is responsible for the cabling, startup and leak testing of all customer-supplied vacuum pumps. 2 Bruce Technologies Inc. reserves the right to charge supplemental travel and living expenses to purchaser if the installation is delayed, through no fault of Bruce Technologies Inc., and return visits are required. |
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Retrofit and installation services are offered for all enhancements or modifications at the customer site. Each service is quoted for the specific task at hand and consists of the following:
- Description and Price
- Total Labor Estimate
- Total Travel and Living Expenses
Maintenance Services: To keep equipment running efficiently and to reduce the downtime associated with unexpected maintenance requirements, Bruce Technologies Inc. has developed on-site assistance program for a predetermined number of service calls to complete scheduled maintenance tasks. This service can also include assistance and training of your own maintenance function.
Per Call Service: Bruce Technologies Inc.'s highly trained Field Service Engineers are available to assist with any unexpected equipment problems that may arise. These types of visits are handled through an hourly service contract.
To request a Field Service quotation, please contact us at service@Brucetechnologiesinc.com.
Software Support
Application Support: Bruce Technologies Inc. provides APEX support services to assist in troubleshooting specific process or applications problems or requirements associated with your APEX Process Management Software system. Services are quoted to the specific task at hand and are provided on a daily basis. To request APEX support, please contact apexsupport@Brucetechnologiesinc.com.