After-Sales Service
Support built on your system's own operating data — remote-first, evidence-first: guided remote diagnostics, structured response times, smart field dispatch with the right parts on the truck, and every resolution feeding a fleet-wide FRACAS knowledge base.
What's Included
Remote-first, evidence-first.
Remote-first diagnostics
Tickets open with your system's telemetry already attached from Navvion APM — the operating record that starts at commissioning and APM onboarding. Most issues are diagnosed, and many resolved through remote diagnostics, without a site visit.
Guided troubleshooting
Technicians follow guided diagnostic procedures built from the fleet's recorded failure history — not from tribal knowledge.
Smart dispatch
When a visit is needed, dispatch matches the job to a credentialed technician with the required parts on the truck — one visit, not two.
Failure analysis (FRACAS)
Every failure is recorded, analyzed, and fed back into products, procedures, and the knowledge base. Your ticket makes the whole fleet better.
Process
How a ticket moves.
Ticket creation
You report an issue — or a critical alarm opens the ticket automatically, with telemetry attached from the first minute.
Remote diagnosis
Guided diagnostics run against live and historical data. A large share of cases close here.
Dispatch decision
If field work is needed: credential check, parts check, and scheduling — before anyone drives anywhere.
Field resolution
A credentialed technician executes the work under the site's safety procedures, recorded against the asset.
Closure & feedback
Resolution is verified against telemetry, and the root cause is recorded into the failure-analysis system.
What every ticket produces.
- A documented ticket with diagnosis and resolution
- Updated service history on the asset record
- Parts usage recorded against the system
- Root-cause entry for recurring or systemic issues
- Periodic service summaries for multi-site operators
One accountable channel.
- Owners and operators of commissioned Navvion systems
- Partners operating customer sites under service agreements
- Facility teams that want a single, documented support channel
Severity-based response targets.
| Critical — safety risk or system offline | 4 business hours |
| High — capacity or availability degraded | 1 business day |
| Standard — non-urgent issue or question | 2 business days |
| Field dispatch, when required | scheduled within 5 business days |
Targets are for first qualified remote response, in business hours. Field scheduling depends on region and site access. All values pending final service-level publication.
FAQ
Common questions.
How do I open a ticket?
Through APM, where your system's data is already in context, or through the service contact channel. Critical alarms can open tickets automatically.
What can actually be fixed remotely?
Configuration, firmware, communications, and alarm issues, plus many performance topics. Anything requiring physical work moves to dispatch — with the remote diagnosis already attached.
Who shows up on site?
A credentialed technician — Navvion or a certified partner. Assignment enforces valid credentials and parts availability before dispatch is confirmed.
Is service covered or billed?
Warranty-covered failures are handled under warranty. Non-warranty work is quoted before dispatch — never invoiced as a surprise.
What is FRACAS?
Failure Reporting, Analysis, and Corrective Action System: every failure across the fleet is analyzed, and the fix propagates into procedures, firmware, and design. It's why the same problem shouldn't happen to you twice.
Related Services
The stages on either side.
Something needs attention?
Open a request and get a qualified response — with your system's data already on the table.