The Dematic Monitoring and Response Centre is command central for supporting all software, infrastructure, controls and mechatronics automation at customer sites.

For urgent remote technical support, routine technical consultations and operational advice, our technical support team is available by phone 24/7/365. The technical support team can diagnose and resolve issues that may occur during system operation. If an issue can’t be resolved quickly via a remote phone consultation, a regional field technician can be dispatched to your site.

• Dematic technicians are on standby to resolve any issues concerning diminished system operation. 
  
• Depending on issue severity, a formal escalation process draws increasing resources and visibility until your automated material handling system is operating correctly.
  
• Tracking systems monitor every call, log all activities, and report on resolutions and root causes and provide future advice.
  

Remote Monitoring and Diagnostics is a remote, real-time monitoring program that elevates your system support with predictive and diagnostics tools to maximise system performance and availability. Using diagnostic software to monitor your system remotely, Dematic technicians pinpoint where proactive intervention can prevent the potential of diminished system performance.

The service can monitor your database, server architecture, controllers, scanners and/or software applications. It can also provides insight into the status of your software infrastructure, supports preventive maintenance strategies and includes notifications with recommended actions.

The applications databases and supporting infrastructure deliver sub-millisecond responses required to support your automation systems. Dematic provides Software Infrastructure and Operational Technology Support services to help your system accommodate daily volume and capacity demands. 

Database services provides continuous monitoring of production databases and their security, including database functional performance, analysis/tuning, and database backup and recovery validations:

Software/OS patching communicates hot fixes, service packs and appropriate updates for your Dematic applications and solutions. It tests compatibility of newly released operating system patches and updates for the OSs, databases and antivirus support. Dematic can also apply validated and applicable updates to your operation systems and databases that are running our solutions. 

Continuity Support is an ongoing service to ensure full functionality of high availability components installed at your site. It includes an annual disaster recovery test of the Dematic server environment, general business continuity support, maintenance of disaster recovery infrastructure, documentation review and updated disaster recovery infrastructure and processes.