Service and After-Sales

We have been operating in the pharmaceutical sector for years and we know that efficient and fast local support services around the world are essential.
To ensure customer satisfaction, we offer a wide range of services, from standard requirements such as technical support and maintenance, training and spare parts, to preventive maintenance, software upgrades and much more.
Our long-term, 24/7 SLAs include some very useful services to beat standard response times and even customized services to make our software easier and safer to use.

Remote assistance

S.L.A. Service Level Agreement

Software Maintenance

Spare Parts

Customer Service

Training

Technical Assistance

A team of specialized technicians

Our SEA Vision service team employs engineers specialized in automation and machine vision systems; they put their experience and expertise at the service of customers to solve all types of troubleshooting situations; dynamic specialists who monitor, manage and resolve support requests very quickly, ensuring constant and valuable support.

The team is at your side for post-installation requirements, implementing a proactive approach to ensure effective technical assistance in case of need, always ready to help you take full advantage of the functionalities of SEA Vision systems.

Whenever and wherever you want

We speak your language

Our Service Team is always available to provide technical support 24 hours a day, 7 days a week to ensure the operational continuity of the systems and respond to the specific needs of pharmaceutical companies.

We answer inquiries directly from our SEA Vision offices worldwide in Italian, English, French, Spanish, Portuguese, Polish, Russian, Hindi and Chinese.

Contact

Experts always available

If you need immediate assistance, please contact our technical support team by phone or email.

The service team is available to everyone from Monday to Friday from 08:00 to 17:00 GMT (excluding holidays) by e-mail at: soporte@seavision-latam.com.

The team handles each request with a traceable ticketing service, will assist you in case of any problems and will help you resolve particular situations in a timely manner.

The Service team works 24/7 for all S.L.A. Subscribers, according to the agreed contract.

Support workflow

The "behind the scenes" of a service ticket

As soon as you contact our help desk service team, we issue a support ticket, which is tracked through all phases.

According to an organized workflow, the Service Team records all actions performed, tracking and monitoring their progress. Each technical expert collects the request data, provides the initial assistance required and organizes the next steps to resolve the situation by contacting the TS Department. Customers subscribing to an S.L.A. plan have access to the Customer Portal where all ticket-related information is accessible and visible by site, line and/or machine.

Remote services

One-click assistance

We manage remote assistance through dedicated services.

Our Service connects directly to the vision systems installed on your lines in a totally secure environment.

Our technicians will guide you in locating and solving the problem.

Help desk s.l.a. (service level agreement)

A fast track to all services

Always up-to-date systems, faster response times, customized spare parts kits, customized training: these are just some of the many ways to keep your vision systems highly efficient and ensure maximum performance. If, like us, you feel it is important to protect your vision systems well beyond the warranty expiration date, why not choose one of our SLA plans: predefined, modular packages that include groups of functions and services that are extremely useful for a truly customized package? We have created assistance plans that guarantee optimal support at all times.

Contact your area sales manager to learn about all our plans and their advantages and to ensure direct contact between your line and our team of specialized technicians.

Software Maintenance

Keeping the software updated to the latest released versions at all times is a great advantage to ensure optimal usability and security.

By subscribing to a software maintenance plan, your vision systems will always be updated with the latest technology to keep them highly efficient.

Spare parts

The right replacement at the right time

The productivity of our pharmaceutical customers must always be at the highest possible level. Therefore, we guarantee backward compatibility with our hardware spare parts, such as cameras, illuminators, PCs and scanners. If a part is out of stock, there will always be a replacement, thanks to the extreme flexibility of our products. Fast and efficient delivery service is also guaranteed.

Training

Our proposal

We provide training services on our software for different users: line operators, automation engineers, IT specialists, in order to transfer all the best skills to use the software.

Some courses include theoretical and practical sessions with problem-solving exercises.

The training takes place at our facilities on a packaging line consisting of a labeling machine and an end-of-line machine. Or alternatively, at the customer’s factories. If you prefer, we can also offer distance learning courses. Contact us!

INQUIRY

Contact

Fill out this form or send us an email with your inquiry.