Customer Support
Bastian Support Call Center: 800-905-3886
Bastian’s after sales support is dedicated to helping our customers’ specific needs for their material handling application. From the beginning of a project throughout operation, our team of experienced engineers will work directly with you to maintain and manage your system so that it performs to its greatest capability.
Bastian offers many different Services such as delivery and assembly of parts, product maintenance and repairs, customer training, troubleshooting, and upgrades. Our guarantee is that we respond quickly and professionally with any inquires that you may have. Bastian also offers Maintenance & Service Contracts which are available monthly, quarterly, bi-annually, and annually. Below is a list of some of the typical maintenance services that we perform:
- Inspect all hardware for functionality
- Inspect and lubricate chains and bearings
- Clean debris from moving parts
- Inspect all safety guarding
- Adjust and tighten necessary parts
- Inspect electrical connections and troubleshoot if necessary
- Inspect all electrical connections and repair if necessary
- Verify controls and software operability
- Provide a written service report and recommendations
Bastian also offers two types of after sales support contracts to meet your specific needs; Gold Support and Platinum Support. These support contracts are on an annual basis.
Gold Support provides coverage during 8:00 AM to 5:00 PM Monday through Friday (EST). After your project is implemented, the first year of Platinum Support is complimentary. Thereafter, the Gold and Platinum Software Support Agreements are offered as comprehensive support services designed to help maximize the benefits of your material handling investment. Each of Bastian’s support agreement plans are competitively priced and structured for your business requirements. There are several significant advantages to maintaining a Gold or Platinum Agreement with Bastian:
- Immediate access to a knowledgeable after sales support staff to quickly resolve software related issues and maintain system up time.
- Free product updates to new releases of the Bastian Controls software.
- Automatic free inclusion to Bastian User Conferences.
- Complimentary annual visit to help make recommendations to maximize your system's capabilities.
- Discounted rates for system software control enhancements and add-ons.
- Remote support for your site via Modem/Internet.
Access to additional Bastian resources for controls, networking, server
configuration, database administration, etc., to supplement your own
resources, are also available.
Platinum Support is offered for a full year following project implementation. Platinum Support provides around the clock assistance, 24 hours a day, seven days a week,
for mission critical operations. Bastian understands your
sense of urgency with your business and the Platinum Support agreement
is structured with this in mind. Platinum Support provides a
primary, secondary, and tertiary contact, all from a single toll free call number which is manned around the clock. These contacts will be intimately familiar
with your system and will provide immediate response if a problem
occurs. Bastian trains system experts at your site to ensure the
highest reliability and uptime. These certified Bastian system operators
are the designated personnel to call the Bastian support line and assist in identifying and resolving system issues.
