24/7/365 Material Handling & Software Customer Support

Our support program provides around the clock assistance, 24 hours a day, seven days a week, for mission critical operations. Bastian Solutions understands your sense of urgency with your business and our support program is structured with this in mind.

Support services provide:

• Intimate project familiarity – Primary, secondary, and tertiary contacts that are intimately familiar with your system and will provide immediate response if a problem occurs.
• Quick and easy communication – A single toll-free phone number which is supported around the clock.
• 24/7 Support – Full year support with 24/7 access, following initial Bastian Solutions system implementation.
• Expert training – On site expert training by our support technicians to ensure the highest reliability and uptime.

Like Bastian Solutions’ material handling support, our Exacta intralogistics software services provide customers with essential support functions and around-the-clock access to technical specialists to report, track and resolve issues fast.

Software support includes:

• Operational Continuity – Immediate access to a knowledgeable after sales support staff to quickly resolve software related issues and maintain system up time.
• Software Backup – Our source code is sent to an offsite facility for software escrowing and safe keeping in the event of a major catastrophe.
• Expertise on Third-Party Components – Access to additional Bastian Solutions resources in controls, networking, server configuration, database administration and other third-party components.

In an emergency we know that time is of the highest value. That is why once engaged, Bastian’s support technicians will train system experts at your site. This establishes a relationship with our support line. These roles and familiarity with your specific system and components are critical in identifying and appropriately resolving system and software issues quickly.

During emergency situations you’ll receive:

• Priority case handling
• Personal support backed by a fast and competent network of specialists