We take great pride in the quality of support we offer our customers. Whatever the nature of your question or concern, our support framework is designed to deliver exactly the help you need.
As a Bonner client, you are appointed a dedicated Lead Technician who acts as your first point of contact for any immediate maintenance or instrumentation queries. Your Lead Technician knows your plant and can deliver informed advice and definitive solutions to resolve the issue as quickly and effectively as possible. If you have any questions around the work we have performed, your Lead Technician is always available to guide you through.
We also assist with more general on-site technical concerns. From time to time, our customers may have difficulties that fall outside the standard scope of maintenance – for instance, your indicator might be functioning but is reading at a different value than you expect. We can work with you to analyse the situation, fault-find if necessary and identify process improvements to counteract the problem.
Our Service Manager and Service Administrator are here to take care of any requests you have in relation to your wider contract. Whether you are looking for a copy of your latest calibration certificates, want to check when your next calibration is due or have a billing enquiry, we are on hand to provide you with information and support.
Breakdown and Emergency Support
While the majority of our work is planned and scheduled in advance, there will be times when equipment fails and breakdowns occur. When this happens, we’ve got you covered. We despatch a technician to your site, diagnose the issue and take action to resolve the problem. We know the implications of every minute lost and apply our knowledge and expertise to return you to normal operations as swiftly as we can.
Support comes in many ways and Bonner’s client portal provides you with an online repository for all your instrumentation data. The portal gives you easy access to your service documentation, presenting your calibration certificates, maintenance records and instrument reports at a touch of a button.
Our documentation is generated through ProCalV5 calibration management software and published directly to your individual portal. Used by all our technicians, ProCalV5 is backed up remotely and provides an auditable instrumentation record. Your data is safe and secure, giving you peace of mind and strengthening your organisation’s regulatory compliance.