We are ready and prepared to provide various types of service support, from subscription service contracts on a quality level basis (SLA) and broad-range of professional services, to onetime requests. The service support level (SLA) is a key KPI at all execution levels, from managers to engineers. When it comes to integrated service contracts, we have our own team of company specialists ready to help from assigning an account manager, to engaging leading process and application engineers.
Typical market practices dictate that service providers offer standard services packages. In contrast, Pilot is ready to meet the needs and requests of each customer individually. We manage and supervise each customer’s service level, and document each detail of the service process to make our services transparent and easy-to-understand.
We analyze the quality of our services on a regular basis, create reports on the level of service, and carry out customer surveys to monitor satisfaction levels.
The Service Desk provides user support with a toll-free 8–800 phone number across Russia, 24/7.
Our customers have no geographical restrictions when selecting a technical maintenance center. Thanks to service contracts, Pilot knows just how to outsource quality management and service delivery. Our company maintains a network of 31 regional representative offices and more than 120 accredited partners.
On the basis of our service experience, we build a variety of continuous service plans for customer’s buffer stock, warranty service packages offered by third-party suppliers, and support services provided by authorized external service centers for any type of equipment. We operate according to an upgrade plan for our portfolio, which is designed to comply with the new Federal Law 54-FZ and technological innovations.
What we do:
Our direct contacts with suppliers and practical experience make it possible for us to plan and oversee the required quantity of parts, tools and accessories throughout the entire distributed service center network to support continuous and reliable hardware operation.
Pilot is geared towards providing comprehensive services and business support, so it is not of critical importance for us who supplies specific equipment or solutions to our customer retail network. Thanks to our know-how, we are experts at supporting third-party devices and applications.
Our clients operate in:
We understand that businesses have to survive in an environment that’s continuously changing, so we are dedicated to providing uninterrupted service support no matter what the project.
Our company is prepared to offer both standard service support and tailor-made options to meet business requirements.
You can rest assured that you will always get timely assistance in the event of equipment failures.
We are customer-oriented and offer a variety of service maintenance models — from individual requests to full-scale service contracts. You can change your model at any moment.
Our main objective is to provide preventive services: Our job is to prevent, analyze, and propose issues to fix that might not be apparent to a company, but are evident to us as a maintenance service provider.
Our service support is fully compliant with all legal requirements and takes full account of changes in Russian legislation.