ASCOT SERVICE CENTERS

A GLOBAL AND SPECIALIZED TECHNICAL NETWORK

AFTER SALES SERVICE

A Centralized Service Center based in Italy coordinates the Node Service Centers located in strategic locations globally distributed. Through those “nodes” a well-connected network of Ascot-Partner Service Centers is controlled and managed to ensure specialized and high quality maintaining for all the Ascot products.
Ascot Service includes:

  • On-Site Service Center
  • On-Site Specialized Team
  • On-Site Spare parts availabilities
  • On-Site Training Courses
  • Ready Network of Service Technicians



ON LINE SUPPORT 24/7

Our web platform allows communicating a malfunction in real time 24/7 and it represents first aid to solve technical breakdowns or uncommon performances.

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SPARE PARTS INTERNATIONAL DISTRIBUTION

Ascot ensures all products for a minimum numbers of years (depending on model and power solution).

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SPECIALIZED TECHNICIANS FOR
ON SITE ASSISTANCE

Our network of Ascot Flying Doctors are specialized technicians ready to support our customers directly on their sites.

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TECHNICAL TRAINING

Ascot Training courses are planned to transfer technical know-how to local technicians.



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HELP DESK

SERVICE ASSISTANCE PORTAL: ONLINE SUPPORT 24/7

Help Desk provides, through an “Online Support” a prompt reply to any Service Worldwide demand.

Once a Service Ticket is open, it is immediately forwarded to the nearest Service Center Network Node for the management of the task. The service is guaranteed free of charge and ensure a reply within 24 hours during working days and 48 hours during free time. To start, we recommend you to connect to: http://service.ascotinternational.com

Once a Ticket is open, you will be able to check your request status.

  1. Issue occurred on field: Customer has observed an issue on-site
  2. Site Report: Intervention of customer or local service on site to create a SITE REPORT to explain properly and clarify the case supplying detailed information
  3. Open service ticket: Open a ticket in the online support http://service.ascotinternational.com/open.php and attach the SITE REPORT file
  4. Ticket Confirmation: Wait few minutes to receive the ticket confirmation
  5. Help Desk Reply: A help desk operator will reply to ask for more details or clarify on how to proceed to solve the case within 3 working hours
  6. Technician on field: Once all needful instructions and material are received the intervention to resolve the case will have to be performed by technician in charge within 10 days
  7. Service Final: After the intervention a detailed SERVICE FINAL REPORT will be prepared by customer or local service and attached to the ticket to close the case
  8. Final Feedback: Feedback from customer


TECHNICAL TRAINING

SPECIALIZED TECHNICAL TEAM FOR TRAINING SUPPORT

A Technical training is scheduled on regular basis and structured at different levels to reach the ability to Ascot products service and maintenance.

There are three training typologies to guarantee the increasing of the qualifications as “Technician and maintainer of Ascot Products”.

Training is made by Ascot Service Team and could be made on-site or in Ascot Centralized Service Center.



REMOTE CONTROL

COMPLETE SYSTEM MANAGEMENT WITH REAL TIME WEB-BASED m2m TECHNOLOGY

Ascot’s Remote Control is a Remote Management System (RMS) that monitors continuously all relevant parameters of the system and manages all the hybrid/generators spread out in the territory.

The information is collected by the modem and it is stored in the internal memory. Through a laptop or mobile device connected to the NET, you can monitor and manage all the data, including start, stop and reset functionalities, without installing a specific software.

The remote controller is transmitted to the web by a local area network (LAN) protocol/ RS485 or by 4/5G modem with dual sim. Data collected are trasmitted to the web and accessible in www.ascotremotecontrol.com portal which provides power monitor, control data analysis and management function across an entire network of sites.

RELIABLE AND EASY TO USE

10 years of proven experience monitoring thousands of machines in real time worldwide

MULTI-USER ACCESS

The IP501 has an access system with different Licenses: User and Administrator (unlimited functions). The users can be added to groups

TREND GRAPHS

Ability to view trends in engine rpm, engine, temp., starter battery VDC, output power, fuel level

GPS MAP

By the GPS antenna you can locate the hybrid/gensets; RED ­ flags are signaling a Failure Status, while GREEN ­ flags signaling proper Operation Mode

REAL TIME ALARM COMMUNICATION

All alarms, if occurred, are communicated via SMS, voice or e-mail

REAL TIME USER FRIENDLY REPORT

This functionality allows generating performance reports for single or groups of machines. It is possible to select a range of dates (weeks or months): the report is based on daily average

WORLD MAP WITH INSTALLATIONS

By a user-friendly interface, it is possible to see each product’s location worldwide. By a click, it is possible to access to data referring to each site



FLYING DOCTORS

SPECIALIZED TECHNICAL TEAM

TO PROVIDE 360° ON SITE ASSISTANCE

The term Flying Doctors (FD) identifies a Specialized Technical Team managed by the CSC in Italy, who globally travel to provide a 360° ONSITE Assistance for Clients & Products.

The FD is composed by a variety of experts, specifically appointed on Special tasks.

The Service is offered in a package, when scheduled, or “On demand” for Emergency call to be executed within 24/48 Hours. Convenient Cost /effective Package is available at Weekly/Monthly rate as below described:

  • FD Supervision Package
  • FD Installation Support package
  • FD Training Package

The Transition Training package, is provided by Ascot’s Hybrid Specialist’s, it is a full familiarization training aimed at Local Technicians/Service Centers to learn how to Install, Operate, Maintain, Service and Remote Monitoring of the Hybrid Power Unit ; it upgrades any Standard Generator technicians to a the level of management of Hybrid Power Units.

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