System integrator Avid Solutions Inc. in Winston Salem, N.C., launched Oct. 1 its AvidCare service and support program that will address the challenges of maintaining operational technology (OT) assets, including process control systems, server infrastructure and information solutions. It will include flexible, service-level agreements (SLA) and real-time monitoring, and will concentrate on system reliability.
To help clients with limited operating expenditure (OpEx) budgets and gaps in on-staff technical expertise, AvidCare provides proactive and personalized support, so their systems will operate at peak efficiency, and with enhanced reliability, extended lifecycles and minimal downtime.
The service’s other features include:
- Ticket management to provide mean time to repair (MTTR) insights, usage and pareto charts about causes for support calls.
- No long-term contracts, and predictable support costs with transparent terms.
- Cybersecurity for remote support to view-only applications, shadow local resources, and address issues.
- Single call-in number, multiple ticket submission pathways.
- AI-enabled resolution from a tailored database of solutions based on each specific system.
- System reviews, risk assessments and preventive maintenance.
- Staffing by engineers in North America, who are well-versed on clients’ systems, and understand the urgency of operations, safety and asset utilization.
- Master Automation Plans (MAP) to help plan five-year, site OT strategies for support, upgrades and maintainability.
“We know how critical it is to keep automation systems running smoothly. That’s why we created AvidCare,” says P.C. Romano, CEO of Avid Solutions. “It provides the ongoing support our clients need to maintain high product quality, maximize throughput, and minimize downtime. rations efficient and reliable.”
