How much time until a technician can come solve problems at my plant/lab/worksite?
The answer to this question depends on several variables, not the least of which is the urgency of the problem to be solved.

Firstly, Durpro has identified several tiers of clients in order to help with prioritization of a request. The tiers are established as follows:

  • Tier 1 Clients: These are clients already under service contract with Durpro. These are systems we routinely maintain and generally have parts on-hand to address more common issues and failures.
  • Tier 2 Clients: These are clients not under service contract, but who routinely come to us for service, maintenance, or other projects. These are systems we know quite well and are likely to hold some parts in-stock for common issues and failures.
  • Tier 3 Clients/new clients: These are clients whose systems we are less familiar with and do not routinely maintain. A service request will require more coordination in order to identify the equipment on-site, the process performance specifications, and the impact of a partial or complete shutdown of their equipment while we conduct service. We are also much less likely to hold parts in-stock to address their issues.

Durpro has established expected response time windows for several types of requests, as outlined in table 1.1 below. Note that these delays apply when a request is made during normal working hours. See tables 1.2 and 1.3 for response times to requests outside normal working hours and during holiday periods.

 

How to help us help you

When requesting a service visit, a few items can be checked off in order to greatly enhance response times:

  • Specifically, where is the observed failure or problem observed? A picture sent by email is worth a thousand words! i.e. The difference between the two following requests:
    • My softener is leaking, please come have a look at get it fixed.
    • My softener is leaking from the flange in the attached picture. Please come and fix it!
  • What are your expected process performance specifications? Understanding the difference between current performance and expected performance can establish a further understanding of the complexities of the requested service call.
  • What and when was the last maintenance performed on the system? A brief history of the work that has been done in the past can help narrow down troubleshooting time in preparation for a visit.

24 hr service response

Durpro also offers a subscription based, 24 hr emergency response hotline, which offers an on-call technician 24hrs a day, 7 days a week, with promise of a callback within 30 minutes. Certain conditions apply, and you can refer to the [email protected] email for any questions regarding pricing and availability for this service.

 

Service requested

Response time (call back)

Typical on-site delay

Emergency service (tier 1 client)

30 minutes

1 working day

Emergency service (tier 2 client)

30 minutes

2-5 working days

Emergency service (non-tier 1 or 2 client or new client)

2 hours

2-5 working days

Non-urgent service (tier 1 or 2 client)

2 hours

1-2 weeks

Non-urgent service (tier 3 or new client)

1 working day

2-3 weeks

Other service inquiries (tier 1 or 2 or new client)

2 hours

N/A

Other service inquiries (non-tier 1 or 2 client)

1 working day

N/A

Table 1.1: Response time windows for different client Tiers

 

Service requested

Response time (call back)

Typical on-site delay

Emergency service (tier 1 client)

2 hours

1 working day

Emergency service (tier 2 client)

2 hours

2-5 working days

Emergency service (non-tier 1 or 2 client or new client)

By 10AM the next working day

2-5 working days

Non-urgent service (tier 1 or 2 client)

By 10AM the next working day

1-2 weeks

Non-urgent service (non-tier 1 or 2 client or new client)

By close of business the next working day

2-3 weeks

Other service inquirires (tier 1 or 2 or new client)

By 10AM the next working day

N/A

Other service inquiries (non-tier 1 or 2 client)

By close of business the next working day

N/A

Table 1.2: Response time for evenings and weekends


 

Service requested

Response time (call back)

Typical on-site delay

Emergency service (tier 1 client)

By 10AM the next day

1 working day

Emergency service (tier 2 client)

By 10AM the next day

2-5 working days

Emergency service (non-tier 1 or 2 client or new client)

By 10AM the next working day

2-5 working days

Non-urgent service (tier 1 or 2 client)

By 10AM the next working day

1-2 working weeks

Non-urgent service (non-tier 1 or 2 client or new client)

By close of business the next working day

2-3 working weeks

Other service inquirires (tier 1 or 2 or new client)

By 10AM the next working day

N/A

Other service inquiries (non-tier 1 or 2 client)

By close of business the next working day

N/A

Table 1.3: Response times for nights and holidays

 


in FAQ
Why Is There Increasing Costs and Delays
Labor shortages, COVID-19, difficulty in receiving raw materials, or production line closures are causing problems in supply chains. How do these impacts affect costs and delivery times in our sector?