Technical Support
Support and maintenance services that maximise throughput and warehouse availability.
Maintenance services
Technical support and customer service to ensure maximum warehouse availability
Mecalux’s technical support service includes a vast range of reactive and preventive maintenance solutions designed to ensure a rapid response to any assistance request anywhere in the world.
Through this service, Mecalux clients gain access to fully customised maintenance plans tailored to their needs, optimising warehouse availability and performance. The support team — made up of highly qualified experts — uses advanced diagnostic techniques and state-of-the-art tools to enable highly effective, reliable interventions.
Benefits of Mecalux’s technical support
- Maximum availability: the main priority of Mecalux’s reactive and preventive maintenance services is to minimise unplanned interruptions and downtime to maximise operational continuity in the warehouse.
- 24/7 support: thanks to its round-the-clock technical support team, Mecalux offers its customers minimal reaction times for quick issue management and resolution.
- Remote and on-site interventions: Mecalux’s services combine remote support and maintenance with scheduled and emergency on-site visits to the client’s warehouse.
- Comprehensive assistance: after-sales service covers Mecalux clients worldwide through an extensive network of technical offices.
- Technical excellence: the customer support and service team is made up of technicians and experts with extensive experience in preventive maintenance and troubleshooting of storage systems.
- Tailor-made solutions: maintenance plans are fully configurable and scalable to meet each company’s needs and adapt as the business evolves. The required availability level can be adjusted based on different service level agreements (Office, Basic, Silver and Gold).
Reactive maintenance services
24/7 assistance and rapid response time for fast troubleshooting
Mecalux provides clients with a highly qualified technical support team that responds immediately to urgent assistance requests. The goal is to minimise warehouse downtime and get operations back up and running as soon as possible. With specialised staff working round-the-clock, issues are resolved quickly and effectively.
24/7 call centre
Through Mecalux’s dedicated phone line available 24/7, clients gain immediate access to specialised staff tasked with diagnosing and troubleshooting electromechanical and control system issues. The technician conducts an initial assessment of the reported problem and provides guidance on resolving it or taking additional actions.
Remote support
If necessary, Mecalux specialists can connect to the client’s warehouse control systems from afar using remote access software. This enables technicians to view and control the affected equipment in real time, resolving the issue remotely.
On-site interventions
In cases where phone assistance and remote support are not enough to resolve the issue, a Mecalux technical team will travel to the client’s warehouse as quickly as possible. The maximum response time depends on the service level agreement.
Preventive maintenance services
Customised prevention plans for continuous warehouse operations
Mecalux’s maintenance and inspection services focus on anticipating incidents and continuously optimising facilities. They aim to ensure peak performance and extend storage system lifespans. Preventive maintenance tasks are tailored to clients’ needs and requirements, minimising disruption to daily warehouse operations. The technical team’s work is scheduled around shifts and operational routines to ensure a smooth process.
Preventive maintenance of automated systems
Mecalux provides its clients with maintenance contracts based on thorough periodic inspections designed to anticipate issues and minimise incidents. Preventive plans include a range of tasks such as supervision, monitoring, programming and fine-tuning of automated warehouse systems by highly experienced specialists. Maintenance actions are fully tailored to each company’s operational requirements, and intervention results are detailed in a report delivered to the client.
Warehouse status monitoring
Remote supervision of digital systems — e.g., warehouse control systems (WCSs) for automatic equipment — enables thorough, real-time control of the facility’s operational status. The ability to connect with the client’s WCS from afar makes it possible to troubleshoot remotely, predict failures and anomalies and make adjustments to operational specifications (such as position coordinates and speeds).
On-site technical team
Mecalux’s expertise and know-how — always on hand in the client’s warehouse
Through its resident technician service, Mecalux guarantees that specialised technical teams are permanently on-site to manage operations as well as monitor and maintain Mecalux’s automated storage systems. This service helps enhance the facility’s operational stability, achieving high availability by minimising incidents and downtime.
Operational support
Clients can access daily operational support from Mecalux’s resident technicians, who are on-site during the required shifts for the necessary duration. This service boosts warehouse performance and availability by ensuring immediate intervention from trained personnel in the event of failures or incidents.
Monitoring and maintenance
Mecalux clients also have access to an on-site technical team focused exclusively on continuous warehouse monitoring and regular preventive maintenance of automated systems. This service optimises the lifecycle management of Mecalux’s intralogistics solutions and helps increase the productivity of automated warehouses.
Software support services
Maintenance and monitoring solutions that optimise the performance of Mecalux’s logistics software
Mecalux’s customer service features several technical support and maintenance contracts for its logistics software solutions, such as the Easy WMS warehouse management system. Under the highest service level agreements, technicians and software engineers are available 24/7, with response times of under 1 hour.
Remote maintenance service
Remote maintenance services cover all aspects, from reactive problem resolution to proactive system monitoring using Easy Monitor. Integrated with powerful predictive diagnostic tools, this application detects issues and performance drops automatically. It generates alerts to ensure prompt intervention by the remote maintenance team.
Incident management ticketing tool
Mecalux offers access to a dedicated web portal for reporting issues. This ticket management tool enables clients to communicate problems and inquiries quickly and effectively. Additionally, the platform provides users with complete visibility of the status of ongoing issues and access to the ticket history.
License maintenance service
Through license maintenance, clients receive updates that fix bugs and apply corrections. These releases prevent software obsolescence, ensuring compatibility with new versions of operating systems and databases.
FAQs
Mecalux has a wide range of reactive and preventive maintenance solutions. From 24/7 technical support for fast troubleshooting to regular facility maintenance, these services ensure high levels of warehouse availability for Mecalux clients.
Yes, Mecalux’s support and maintenance services are customised to meet the requirements of each organisation. Clients can choose from several service level agreements, depending on the priority level, type of coverage and availability that best suit the needs and characteristics of their business.
Available service level agreements:
- Office: technical support staff available from 8.00 a.m. to 6.00 p.m., Monday to Friday (excluding holidays).
- Basic: technical support staff available from 6.00 a.m. to 10.00 p.m., Monday to Friday (excluding holidays).
- Silver: technical support staff available from 10.00 p.m. Sunday to 10.00 p.m. Saturday (including holidays, excluding Sundays).
- Gold: technical support staff available 24/7 Monday to Sunday (including holidays).
Yes, Mecalux offers its clients maintenance plans with uninterrupted technical support services 24/7, 365 days a year. However, companies that do not require round-the-clock assistance (e.g., those without night shifts) can opt for maintenance schemes with more limited coverage, providing service during specific hours.
Thanks to Mecalux’s extensive support and technical assistance network, its after-sales services are available to clients worldwide.
Yes, Mecalux has a large technical team dedicated to remote assistance, responding immediately to service requests. Clients are put in touch with specialised staff who will make an initial assessment of the problem and attempt to resolve it. If necessary, the technician can connect remotely to the client’s warehouse control systems to view the equipment concerned and interact with it in real time to troubleshoot the issue. If remote support interventions are not enough, a Mecalux technical support team will travel to the affected warehouse as quickly as possible.
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