Annual Care Package Contracts

If your system has a WebREACT or WebREACT Lite subscription then your contract will include as standard, select each heading below for further information:

All the WebREACT data is backed up to a secondary server on a regular basis (usually every 15 minutes), for the duration of the support contract. This service can be verified to prove to auditors that copies of the temperature records are being backed up to multiple locations. So if the site server fails, a copy of the site's data can be immediately loaded on to a new server once it has been configured. NOTE - a network connection from your site's RIOT-S units is required at all times.

A member of the AAW team will check your system once a week to make sure that everything is connected and alarms are enabled, you will be alerted via e-mail if any issues are found.

The latest WebREACT & ancillary software enhancements would be loaded onto the WebREACT server when released. AAW updates are implemented with minimal downtime. When updates are installed you would receive a support ticket explaining what update was installed and if any additional functionality has been added.

A dedicated application continuously monitors your site's WebREACT system and will try to fix any problems as soon as they happen, if the problem can’t be fixed or the connection to our server is down for more than a few hours one of our support technicians create a support ticket and the appointed site contact would receive an email and/or call. Note - corrupted data files are repaired automatically, but please let us know as soon as possible if any of the displayed data is not as expected. Email, voice dial out and text messaging services would be checked and amended if required.

Support calls to the office number are answered within normal office hours 09:00 - 17:00 Monday to Thursday and Friday 09:00 - 16:00. Calls outside of office support hours are to be taken by the answering service but not processed till 09:00 the next week day. All calls to the answering service are logged with date and time.

If you are looking for an effortless monitoring experience AAW offer a range of additional support options that can be added to your annual contract, contact a member of the team today for more information.

For peace of mind around the clock add '24/7-365 Support'

95% of issues with your system can be resolved within the hour via the phone or network connection. You would be provided with a mobile telephone number which connects you to an on-call expert engineer 24 hours a day, 365 days a year.

To make support visits hassle free add 'Site Visit Call Out'

No waiting for quotes or purchase orders – An engineer would visit your site within 24 hours to investigate and resolve support ticket confirmed problems.

*This option is only available dependent on site location*

For a straightforward fix when things go wrong add 'Hardware Repair & Repalcement'

Sometimes faults cannot be avoided, with our ‘Hardware Repair & Replacement’ option faulty hardware will be repaired or replaced within 10 working days.

Most wireless IT sensor faults can be resolved in our office and the hardware can then be posted back to you, removing the need for site visits which saves your company money. This option allows unlimited repairs per year subject to T&Cs and includes delivery cost.

Maintain your monitoring system with a 'Service Visit'

To keep your system running at its best, our engineer will carry out a service on your system before your annual calibration is completed which includes:

Latest software updates

Hardware functionality and communication tests

Damage checks

Battery replacements

Configuration back up’s

Annual Care Package