— After Market
Tele Support
Get expert help without waiting for a site visit. Our engineers connect by phone, video or secure VPN to diagnose, guide and resolve issues across HEPL and non-OEM equipment.
Scope of work
What this service covers
- Phone & WhatsApp first-line support
- Video troubleshooting with plant team
- Secure VPN access to PLC / SCADA
- Log review & remote parameter changes
- Escalation to on-site visit when required
- Coverage hours up to 24×7
Deliverables
What you receive
✓ Ticket log with diagnosis & resolution
✓ Updated SOPs / set-points where changed
✓ PLC backup taken before changes
✓ Recommendation for on-site visit if needed
How we work
Our process
- 01Log issue
Raise ticket by phone, email or portal with details.
- 02First response
Engineer calls back within agreed SLA.
- 03Remote diagnose
Live call, screen share or secure VPN review.
- 04Resolve / escalate
Fix remotely, or dispatch a field engineer.
Why HEPL
The HEPL advantage
- Cuts mean-time-to-resolve by avoiding travel delays
- Same engineers who built the plant — they know it cold
- Secure access architecture, no permanent open ports
- Bundled free for 30 days after every field service visit
Talk to our Tele Support team
Share your plant details and we'll get back with a tailored proposal.