For Personalized Support
Service Level Agreement
It is a customized contract that defines the services needed for the maintenance of the plant and technical support. It includes activities such as scheduled maintenance, remote monitoring and warranty extension, organized in packages on different levels, which vary according to the availability of the service, response times and guaranteed quality.
EFFICIENCY AND SAVINGS
- Performance optimization over time
- Consumption management and reduction
- Economic savings
NO DOWNTIME
- Real-time monitoring
- Customized maintenance
- 360-degree technical support
ENVIRONMENTAL SUSTAINABILITY
- Better resource utilization
- Lower environmental impact
Our Packages
Each package offers a unique service level, designed to guarantee:
- A wide range of included services
- Tailored support for specific needs
- Performance analysis and monitoring
Basic Support
Web Access Pack
Software update
Data acquisition
Customized synoptic
Annual SIM data fee
Alarm service
Newsletter
Maintenance
Staff training
Scheduled maintenance
Warranty extension
Customized original spare parts kit
Maintenance consumables
Support
Telephone availability
Active Support
Web Access Pack
Software update
Data acquisition
Customized synoptic
Annual SIM data fee
Alarm service
Newsletter
Maintenance
Staff training
Scheduled maintenance
Warranty extension
Customized original spare parts kit
Maintenance consumables
Support
Telephone Availability
+
Email Notifications
Live Monitoring
Reports and Analysis
Weekly Report
Active Support Plus
Web Access Pack
Software update
Data acquisition
Customized synoptic
Annual SIM data fee
Alarm service
Newsletter
Maintenance
Staff training
Scheduled maintenance
Warranty extension
Customized original spare parts kit
Consumables for maintenance
+
Intervention guarantee
Support
Telephone Availability
Email Notifications
Live Monitoring
+
24/7 Telephone Availability
Unlimited Tickets
Reports and Analysis
Weekly Report
+
Report Analysis
Services included
Web Access Pack
SOFTWARE UPDATE
Aimed at fixing system bugs and taking advantage of new features available on ICI CALDAIE products, this service involves the automatic update of the active electronics.
DATA ACQUISITION
This service consists of real-time reading of machine operating data and storing them on a central server.
CUSTOMIZED SYNOPTIC
Thanks to the Eterm portal, connected in real-time to each ICI CALDAIE SPA product, customers can view the performance of their machines through a customized synoptic panel on the portal.
ANNUAL DATA SIM FEE
The control panels are equipped with models including data SIMs. The fee covers SIM renewal for the duration of the contract.
ALERT SERVICE
This service sends email notifications for alerts and warnings generated by the machines. In the event of anomalies or events to be monitored, the system automatically sends notifications, ensuring prompt and continuous monitoring of the plants.
NEWSLETTER
The Newsletter service provides contracted clients with updates on the latest available services, upcoming events, and new support opportunities.
Maintenance
STAFF TRAINING
Provided by the ICI CALDAIE SPA Technical Support Center (CAT) during the first maintenance day, this on-site training service ensures the correct use of the equipment to extend its longevity.
SCHEDULED MAINTENANCE
This service allows annual maintenance to be scheduled at convenient times for the customer, keeping machines in optimal condition and avoiding unwanted shutdowns.
It is carried out by ICI’s specialized technicians or contracted Technical Support Centers. The details depend on the type of contract.
WARRANTY EXTENSION
Available for the entire duration of the ICI contract, this service extends the warranty on:
– Boiler body (with annual renewal up to a maximum of 60 months)
– ICI brand burners (with annual renewal up to a maximum of 24 months)
– Burners of other brands (standard 12 months, further extension on request)
To use this service, maintenance activities must be entrusted to ICI personnel or technicians authorised by it.
CUSTOMIZED ORIGINAL SPARE PARTS KIT
Customers can request a personalized Spare Parts List based on the machines at the facility.
Having spare parts in stock allows for their use during maintenance, avoiding a second technician visit.
CONSUMABLE MATERIALS FOR MAINTENANCE
This includes supplying essential spare parts (basic consumables like gaskets and braids) needed during regular maintenance.
INTERVENTION GUARANTEE
With this service, a technician is guaranteed to be on-site within 24 or 12 hours, according to the contract. This ensures a quick and reliable emergency response to minimize downtime.
Support
EMAIL NOTIFICATIONS
Keeps the customer constantly informed about support requests and services received. Each email includes updates on support progress, performed interventions, and outcomes. It ensures transparent and timely communication.
LIVE MONITORING
Customers can access a dedicated dashboard using personal credentials to view updated generator data.
Specialized technicians monitor this data via the portal for effective oversight. This service enables real-time supervision and reliable performance management.
WORKING HOURS ON-CALL SERVICE
ICI technicians are available for phone support during business hours and days.
This is managed via annual call tickets, each covering 30 minutes.
24/7 ON-CALL SERVICE
Provides 24/7 access to specialized technicians for phone support via a dedicated number.
Includes unlimited support tickets for telephone consultations.
UNLIMITED TICKETS
With the 24/7 Availability service you have an unlimited number of tickets for telephone consultation.
Analysis Report
WEEKLY REPORT
Includes daily values and weekly averages of key machine performance parameters. The document also summarizes alerts generated during the week, offering a complete overview of performance and logged events.
REPORT ANALYSIS
This involves an in-depth analysis of the weekly report data.
By processing the recorded values, useful information is extracted to improve machine performance and optimize settings—leading to more efficient plant management.
Would you like to know more?
If you need more information, please fill out the form below and we will be happy to assist you.