Service Level Agreement (SLA)
Europe-wide 24/7 technical support, emergency call-out, inspection and reporting
Table of Contents
Introduction & Scope
Eurovance stands as Europe's premier provider of industrial automation services, specializing in comprehensive technical support for conveyor systems, sorting equipment, AGV robots, telescopic systems, and advanced automation solutions. Our mission is to ensure maximum uptime and operational efficiency for our clients across all European countries and major cities through world-class service delivery.
This Service Level Agreement (SLA) establishes the framework for our comprehensive support services, defining clear expectations, response times, and service standards that our clients can depend upon. Our commitment extends beyond simple maintenance – we provide a complete ecosystem of technical excellence that includes emergency response, preventive maintenance, detailed reporting, and continuous performance optimization.
Coverage Area
Our service coverage encompasses all European Union member states, the United Kingdom, Norway, Switzerland, and extending into the Caucasus region including Azerbaijan, Georgia, Kazakhstan, and Uzbekistan. Major metropolitan areas receive priority coverage with enhanced response capabilities.
Document Scope
- Emergency call-out services with guaranteed response windows
- Preventive maintenance and periodic inspections
- Technical support through our 24/7 multilingual hotline
- Comprehensive reporting and documentation procedures
- Key Performance Indicator (KPI) tracking and optimization
- Spare parts procurement and logistics management
Europe-wide Service Network
Eurovance operates through a strategically positioned network of regional service hubs, each staffed with highly trained technical teams and equipped with comprehensive spare parts inventories. Our decentralized approach ensures rapid response capabilities while maintaining consistent service quality across all European markets.
Regional Hub Structure
Central European Hub (Poland)
Primary operations center in Warsaw coordinating services across Poland, Czech Republic, Slovakia, Hungary, and the Baltic states. Maintains our largest spare parts inventory with over 15,000 components.
Western European Operations
Strategic partnerships across Germany, France, Netherlands, Belgium, and the UK providing localized technical support with native language capabilities.
Southern European Network
Dedicated service teams in Italy, Spain, Portugal, and Greece with specialized expertise in food processing and pharmaceutical automation systems.
Nordic Coverage
Scandinavian operations covering Sweden, Norway, Denmark, and Finland, specifically equipped for unique environmental challenges and advanced automation requirements.
Network Advantage
Our distributed service model reduces average response times by 40% compared to centralized service approaches, while maintaining cost efficiency through optimized logistics and shared technical expertise across regions.
Local Technical Teams & Logistics Network
Certified Technicians
Multi-disciplinary expertise covering mechanical, electrical, and software systems with continuous manufacturer certification maintenance.
Mobile Service Units
Equipped with diagnostic equipment, common spare parts, and direct communication links for real-time support and escalation capabilities.
Spare Parts Network
Hub-and-spoke model with primary inventory centers and regional distribution points ensuring rapid parts availability and pre-positioned critical components.
24/7 Hotline & Operations Centre
Eurovance operates a state-of-the-art 24/7 technical support hotline staffed by experienced operators and technical specialists who provide immediate assistance in multiple European languages. Our operations center serves as the central nervous system for all service activities.
Response Commitment
All calls answered within 3 rings during business hours and within 1 minute during off-hours. Field service dispatch authorization completed within 15 minutes for emergency situations.
Multilingual Support
English Global Desk
Dedicated English-speaking technical desk operates around the clock, staffed by senior engineers capable of handling complex technical issues and coordinating international service deployments.
Emergency Call-Out Service
Eurovance provides guaranteed emergency call-out services with clearly defined response windows designed to minimize production downtime and operational disruption. Our emergency service operates 24/7/365 with pre-positioned teams and expedited logistics capabilities.
Emergency Commitment
For critical system failures, Eurovance commits to having qualified technical personnel on-site within a few hours as defined by this SLA, with immediate remote support beginning within 15 minutes of emergency notification.
Guaranteed Response Windows
| Location Category | Response Window | Coverage Details |
|---|---|---|
| Major Metropolitan Areas | 1-3 hours | Capital cities and major industrial centers including Warsaw, Berlin, Paris, Amsterdam, Vienna, Prague, Budapest |
| Regional Cities | 2-6 hours | Secondary cities and industrial regions with established infrastructure and logistics networks |
| Rural Areas | Fastest Possible Routing | Remote locations served through optimized routing with the fastest transportation available |
| Caucasus Region | 2-8 hours | Azerbaijan, Georgia, Kazakhstan covered from regional centers with local technical teams |
Emergency Service Capabilities
- Comprehensive diagnostic equipment for all system types
- Emergency spare parts covering 80% of common failures
- Temporary repair capabilities for immediate restoration
- Direct communication with engineering specialists
- Express parts procurement for specialized components
Contact, Escalation & Agreement Terms
Professional support channels and service commitments for comprehensive technical assistance
European Regional Office
Caucasus Regional Office
Email Contact
Online Portal
Service Level Commitments
Response Windows
Guaranteed response times based on geographic location and service priority as defined in this SLA. Times measured from initial contact to on-site arrival.
Uptime Expectations
Technical support hotline maintains 99.5% availability. Service coordination systems maintain 99.9% uptime with redundant communication capabilities.
Reporting Commitments
Technical reports completed within 24 hours for routine services and within 4 hours for emergency interventions with comprehensive documentation.
This SLA document is suitable for contractual attachment and provides comprehensive service standards definition.
Accessibility, Privacy & Security Notes
Eurovance maintains strict data protection protocols in compliance with European General Data Protection Regulation (GDPR) requirements. All service reports, technical documentation, and client information are handled with appropriate security measures and access controls.
Data Protection
GDPR compliant data handling with encrypted storage and access controls
Secure Systems
Multi-layered security protocols for ticket data and client information
Privacy Rights
Full client control over service data with formal request procedures