AFTER SALES SERVICE
GLOBAL SUPPORT THROUGH A CENTRALIZED NETWORK

The Ascot Centralized Service Center, located in Italy, oversees a network of Node Service Centers strategically distributed around the globe. These nodes coordinate a network of Ascot-Partner Service Centers, ensuring high-quality maintenance and specialized support for all Ascot products.

WHAT ASCOT SERVICE OFFERS

  1. On-Site Service Centers
    • Localized support for immediate and efficient maintenance.
  2. On-Site Specialized Teams
    • Expert technicians ready to provide professional assistance directly on-site.
  3. On-Site Spare Parts Availability
    • Access to a full range of spare parts for fast and reliable repairs.
  4. On-Site Training Courses
    • Comprehensive training sessions for local technicians to enhance their expertise in servicing Ascot products.
  5. Ready Network of Service Technicians
    • A well-connected team of service professionals available to support clients wherever needed.

 

 

See All Services Open a ticket

After sale services. On-site and online

Specialized Technicians

Our Ascot Flying Doctors network consists of highly specialized technicians ready to provide expert support directly on-site, ensuring the smooth operation and maintenance of your systems.

Spare Parts International Distribution

Ascot guarantees spare parts availability for all products for a minimum number of years, depending on the model and power solution. Our global distribution network ensures prompt delivery and reliable service.

Technical Training

Ascot offers comprehensive training courses designed to transfer technical expertise to local technicians. These sessions are tailored to ensure proper installation, operation, and maintenance of Ascot products, empowering local teams with the skills they need.

Remote Control. System Management with Real Time Web-Based M2M Technology

Ascot’s Remote Control is a Remote Management System (RMS) that monitors continuously all relevant parameters of the system and manages all the hybrid/generators spread out in the territory. Through a laptop or mobile device connected to the NET, you can monitor and manage all the data — accessible at www.ascotremotecontrol.com

Reliable and Easy to Use

10 years of proven experience monitoring thousands of machines in real time worldwide.

Multi-User Access

The IP501 has an access system with different Licenses: Users and Administrators.

Trend Graphs

View trends in engine rpm, temp., battery VDC, output power and fuel level.

GPS MAP

By GPS antenna locate hybrid/gensets to detect failures or proper operation mode.

Alarm Communication

All alarms communicated directly and in real time via SMS, voice or e-mail.

User Friendly Reports

Performance reports for single or groups of machines with selectable date ranges.

SERVICE ASSISTANCE PORTAL.
 ONLINE SUPPORT AVAILABLE 24/7

Our Help Desk provides a seamless “Online Support” service to promptly address any global service request.

When a Service Ticket is opened, it is immediately assigned to the nearest Service Center Network Node for task management. This service is free of charge and guarantees a response within 24 hours on business days and 48 hours during weekends or holidays. To get started, visit: http://service.ascotinternational.com.

Once your ticket is created, you can monitor the status of your request.

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Step-by-Step Process

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Issue on Site: A customer identifies an issue on-site

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Site Report: The customer or local service team prepares a detailed SITE REPORT, explaining the issue with clear and comprehensive information.

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Open a Service Ticket: Submit your report by opening a ticket via http://service.ascotinternational.com/open.php and attach the SITE REPORT file

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Ticket Confirmation: You will receive a confirmation email within a few minutes.

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Help Desk Reply: Our Help Desk operator will respond within 3 working hours, either requesting additional details or providing instructions on how to resolve the issue

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On-Site Technician Intervention: Once all necessary information and materials are received, the assigned technician will perform the required intervention within 10 days

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Service Final Report: After the intervention, a SERVICE FINAL REPORT must be prepared by the customer or local service team and uploaded to the ticket system to close the case.

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Final Feedback: The customer is invited to provide feedback on the service received

FLYING DOCTORS
SPECIALIZED TECHNICAL TEAM FOR 360° ON-SITE ASSISTANCE

The Flying Doctors (FD) team is a group of highly specialized technicians managed by the Centralized Service Center (CSC) in Italy. This team travels globally to deliver comprehensive on-site assistance for clients and Ascot products.

WHAT THE FLYING DOCTORS OFFER

The Flying Doctors consist of experts appointed for specific tasks, offering flexible service options:

  1. Scheduled Packages: Assistance planned in advance.
  2. On-Demand Emergency Calls: Rapid response within 24/48 hours for critical situations.

AVAILABLE PACKAGES

  • FD Supervision Package
  • FD Installation Support Package
  • FD Training Package

TRANSITION TRAINING PACKAGE

This specialized training, conducted by Ascot Hybrid Specialists, is designed to upgrade local technicians and service centers. The program covers:

  • Installation, Operation, and Maintenance of Hybrid Power Units.
  • Remote Monitoring Skills for advanced system management.
     This comprehensive training enables standard generator technicians to handle hybrid power units with confidence and expertise.

TECHNICAL TRAINING
SPECIALIZED TECHNICAL TEAM FOR TRAINING AND SUPPORT

Ascot offers regular technical training sessions, designed to enhance skills and ensure the proper maintenance and servicing of Ascot products.

These sessions are available at multiple levels and aim to certify participants as Technicians and Maintainers of Ascot Products.

Our training programs are delivered by the expert Ascot Service Team and can be conducted either on-site or at our Centralized Service Center.