Support Plan

The best support in the industry!

GRSI has over 20 years experience providing material handling automation and order management solutions for distribution centers. Our professional team has a mean time of 10 years experience in the field. If a problem arises, we are committed to getting your system up and running as fast as possible. There are no third parties and no finger pointing, we take 100% responsibility!

100% Full Responsibility

GRSI’s support plan guarantees 24x7 commitment and full accountability.  GRSI is the single point of contact for support.  In most cases, clients work with the same professional each time a problem occurs.  90% of support requests are responded within 10 minutes during normal business hours and a response is always guaranteed within 2 hours.  Professionals are on call all day, every day of the year — Calls are NEVER handled by a voice-automated machine.

Rapid Recovery

To ensure a quick resolution, GRSI offers

  • Guidance for using critical spare hardware
  • 1 year warranty with our software
  • 24x7x365 professional support
  • 90% of all problems are fixed within 10 minutes!
  • Local and remote support
  • Training sessions
  • Detailed functional specification document containing all features of the system

Testing

GRSI assures clients that systems are fully operational and extremely durable using two forms of testing; simulation and hardware.

Hardware testing

GRSI utilizes its warehouse located near its headquarters to perform rigorous software, equipment, and PLC testing. This allows GRSI technicians to fully test the functionality of its clients’ system offsite. Since the equipment will arrive to the client already pieced together, only a short period of time is necessary to assemble the system. The result is decreased system downtime, enabling the client to get up-and-running faster.

During system design, GRSI documents what actions are to be taken in the event that an error occurs. These errors, in addition to other faults, are introduced during testing to see how the system responds. GRSI technicians test every scenario to confirm the system responds accordingly.

Simulation testing

Precise simulation testing is an integral part of GRSI's solution for every client.

  • Write test applications that represent the systems equipment
  • Uses applications to test software functionality
  • Test for accurate data communications between subsystems and PLCs
  • Test interfacing
  • User interaction and GUI testing
  • Test functionality against functional specification documentation to ensure everything works as required and expected

Support Monitoring

Support is part of every GRSI solution. GRSI considers no job complete without provision for comprehensive life-cycle support. FastTrak is designed from end-to-end with this as an objective. Defensive design methods assure that problems can be rapidly diagnosed and resolved. Techniques to achieve this goal include integrated scripting and diagnostic software, user accessible data highlighting critical operational states, remote system visibility for GRSI support personnel, and monitoring tools. The GRSI team is dedicated to support, and, as a result, has been highly successful in establishing a large install base of ongoing, satisfied clients. GRSI believes that support, as much as if not more than functionality, distinguishes GRSI from other system providers.

PDA/cell phone alerts and web-based monitoring provide immediate notification for system issues.  Defensive system design and included diagnostics facilitate recovery.  GRSI professionals have remote access to systems for analysis and troubleshooting.  Almost all issues can be resolved without the need for a site visit.

Support Training

GRSI offers support training for:

  • Maintenance and industrial engineers
  • Supervisors and lead operators
  • IT system support personnel

Training takes place after the system is ready for beneficial use.  Thorough as-built documentation is specifically written about the details of the client’s system.  Additional materials include:

      • Conveyor layout drawings
      • Electrical schematics
      • PLC listings
      • Functional specification document
      • Equipment manuals

Training Topics Include:

    • Equipment Maintenance
      • Mechanical and electrical review
      • Preventive maintenance of sorters, conveyors, printer applicators, scanners, packaging machines, and others
      • Spare parts and replacement parts
      • Safety guidelines
      • Service call management
    • Software & Controls
      • Interfaces to the host system
      • Controls for daily operations
      • Device configuration
      • Diagnostics
      • Remote support enablement
      • Administrative configuration options
    • Problem Localization
      • Remote/local partnership
      • Find it, diagnose it, then fix it
      • Testing
      • Logs
      • Alert notifications
      • Monitor screens

Hardware Repair

  • Original Equipment Manufacturer (OEM) warranty is extended to the user
  • OEM service contracts are available

Strategies for Steady Operations

GRSI offers support contracts that guarantee support resources and include reduced support rates to maintain system stability.  GRSI offers operational consulting, including guidance for future upgrades and reconfigurations so systems continue to operate at peak performance.  To prevent future issues, GRSI offers routine site visits for training, updates, system audits, and maintenance inspections culminating with an annual performance review of service incidents and downtime.