Global Technical

Assistance Centre

Frank Berends

Manager Technical Support Desk NWE

Global Manager Remote Services

Introduction

Imtech Marine strives to offer customers the lowest possible total cost of ownership for their marine technical infrastructure throughout the operating period of a vessel.

To this end, Imtech Marine combines its expertise as a system integrator during the initial construction phase with professional maintenance and management during the operating phase.

A Global operating Technical Assistance Centre is one of the tools to achieve the optimum balance of maintenance and repair, transparent maintenance costs and higher reliability.

With Remote Monitoring, Diagnostics & Maintenance we improve reliability of vital installations and reduce the maintenance costs by avoiding unplanned maintenance, by monitoring the condition of the system remotely.

Global Technical Assistance Centre

1. GTAC provides professional help to customers related to products that

Imtech Marine offer globally for VSAT, NavCom, ICT/Infrastructure, E-

Systems, IBS/IPMS and AV/Entertainment.

2. 24/7 availability through ‘follow the sun’ in Europe – USA – Asia. your

installation will be watched closely in our monitoring room 24 hours a

day, 7 days a week.

3. Remote Monitoring, Remote Diagnostics and Remote maintenance

4. SPOC = Single Point of Contact for all your technical questions

5. A Customer Portal is provided for all technical information, such as

drawings, manuals, circulars, FAQ’s, Troubleshooter, updates and

software updates. Globally accessible for internal and external

customers.

6. Developing guidelines for (low maintenance) standard solutions

1. 24/7 support on all equipment

2. 24/7 World Wide - Follow the sun

VSAT, Nav/Com & ICT

Remote Support

EUR ASIA

GTAC Duty Engineers

Investigation / Analysis

24/7 Dispatch Center globalsupport@imtechmarine.com

E-Systems

Remote Support

IBS/IPMS

Remote Support

DP

Remote Support

Field Engineer on spot required - MSA or On Demand

3. Remote Monitoring, Diagnostics and Maintenance

With Remote Monitoring, your installation will be watched closely in our

monitoring room 24 hours a day, 7 days a week. Potential problems will

be signaled pro-actively and in many cases before it actually happens.

Remote Diagnostics guarantees outstanding support in case of a

problem. Our specialists can diagnose and trouble shoot problems

remotely.

No matter where you are in the world, our Remote Maintenance Service

guarantees a fast and economical solution. Routine maintenance, install

software upgrades and even identify operator error. Most problems can

be effectively solved online.

If the problem requires spot service, GTAC will inform the Service

Coordination Centre with all essential background information and full

diagnostics for the attending Field Engineer.

4. Single Point Of Contact

All calls are coming in at our 24/7 Dispatch Centre in Rotterdam

The tickets are registered in the Global Technical Assistance Centre

(GTAC)

The Remote Engineers at GTAC analyze the Tickets and take proper

action conform the Support Level Agreement

Not exclusively on ‘our’ equipment, also for third party.

If the problem requires Spot Service, GTAC will assign the Service

Coordination Centre with all essential background information for the

attending Field Engineer

4. Single Point Of Contact

External customers

Email/telephone

RealTime

Equipment

Notification

Remote

Monitoring/

Maintenance

24/7 Dispatch Center

International phone number

globalsupport@imtechmarine.com

GTAC Inbox

VSAT | NavCom | ICT | E-Systems |

IBS/IPMS | AV/Entertainment

GTAC

Remote

Support

GTAC Duty Engineers

Investigation / Analysis

5. Customer Portal

The personalized support portal is

the central place where you can

track all tickets, find your manuals,

drawings and FAQ.

Troubleshooter wizards guide you

through a series of steps in order to

diagnose and resolve common

problems.

Manuals are well-arranged,

immediately accessible.

6. Developing guidelines for (low maintenance) standard solutions

Started up alliances with suppliers for more remote possibilities on

equipment

Standardization on solutions

Use the data of monitored systems to advice on planned maintenance

and select systems based on low maintenance

Use monitoring data for best in class practices

Optional possibilities

By giving you access to a dedicated portal, all kinds of actual Vessel

information can be monitored by your employees.

We have different overall views to watch performance closely, but can

also ‘zoom in’ on specific data if there is an alert or trend that needs extra

attention.

Anomalies, trends, Best-in-Class practices, etc. All available to the

people whose concern it is to reduce maintenance costs and to keep the

vessel’s availability on the highest level.

The next slide presents an example of the Remote Monitoring App:

Remote Monitoring App

GTAC offers 3 different service levels

Advanced – With a maximum response time of only 4 hours we offer full

remote services on the total scope of supply. Remote monitoring,

diagnostics, preventive maintenance and corrective maintenance are all

done in our 24/7 GTAC. A comprehensive customer portal offers

monitoring data, Knowledge base & Trouble shooter, manuals, FAQ and

call status . All against a flat fee yearly payment.

Select – Remote diagnostics & corrective maintenance with a maximum

8 hours response time. Extended reporting, the comprehensive customer

portal combined with a flat fee tariff offers the ideal mix between

acceptable rates and balanced remote support.

Basic – Also called Prepaid Time Blocks (PTB) offers Remote trouble

shooting on Nav/com, Network, PABX/VOIP and AV Entertainment with a

maximum response time of 8 hours.

Add-on module

Remote System Management ICT

System management may involve one or more of

the following tasks:

Hardware inventories.

Software inventories and license management

Server availability monitoring and metrics

Software installation

Anti-virus and anti-malware management

User's activities monitoring

Performance management

Security management

Storage management. (Back-up procedure: set-up, maintain, control, restore)

Network capacity and utilization monitoring

Anti-manipulation management

Fault management (troubleshooting, error logging and data recovery)

Jackup Barge JB-117 has an Advanced Support

Agreement including Remote System Management ICT

Operational Benefits

– Potential problems will be signaled pro-actively and in many cases before it

actually happens

– Remote support offers the customer "immediate” corrective maintenance

– No Field Engineer can beat our remote response time

– The ‘First Time Right’ percentage of field service will increase

– Access to Track & Trace call status

– Access to Knowledge Database for Drawings, Manuals, FAQ and Troubleshooter

With 24/7 Remote Monitoring, Diagnostics & Maintenance we improve

reliability of vital installations and reduce the maintenance costs by

avoiding unplanned maintenance, by monitoring the condition of the

system remotely.

Global Technical Assistance Centre Rotterdam

Shared Success

Many thanks for

your attention