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Expert Live Q&A: TechCover

Date: Thursday, April 8th, 2021: 10:00 - 10:30 AM EST

Welcome to the TechCover question and answer session. Taking viewer questions in this session is Kevin Scott, a Global Product Manager for Service at Atlas Copco. 

In this Q&A, we’re discussing our TechCover Service solution, which are service level agreements for two of our software solutions. We begin the session with a brief overview of TechCover from Kevin, who explains that currently, we have TechCover ToolsNet and TechCover Error Proofing Solutions (EPS). Both service level agreement options offer increased productivity and quality, along with maximized system uptime and efficiency. Pro-active monitoring of your system is another major value of our TechCover service level agreements for ToolsNet and Error Proofing Solutions. 

The first viewer question is about the benefits that TechCover provides over a company continuing to rely only on their facility’s support resources. Kevin explains that TechCover is a value-added support service, and it works best when it’s working in conjunction with the resources of your company. Following this, we move into the subject of TechCover ToolsNet’s monthly reports. A major benefit to TechCover is that it provides monthly reports; a performance report and an IT report is an example of the monthly reports customers will see. We post monthly reports to the customer portal, which is another invaluable tool to optimizing your ToolsNet 8 and Error Proofing Solutions software. 

A viewer then asks whether TechCover offers a dedicated support technician. Kevin explains that TechCover goes further than that. It’s now a hub of software experts through Atlas Copco who are available by default twenty-four hours a day, five days a week. This along with pro-active monitoring through remote support is the key to quick issue resolution. When an audience member asks whether there is a TechCover service level agreement for ToolsTalk 2, another Atlas Copco software, Kevin says that it is currently being worked on. At the moment, however, there are only two TechCover service level agreements: TechCover ToolsNet and TechCover EPS. 

TechCover EPS offers three different modules that customers can choose from. TechCover EPS: Protect is our most basic option. The next level is TechCover EPS: Stability, which offers additional application and database support. Finally, there is TechCover EPS: Uptime, which is our most advanced module. This module is production critical and provides an on-site technician. In the final part of the Q&A, we move into the subject of quarterly trainings. TechCover service level agreements offer live quarterly trainings that are recorded and posted to the customer portal. We can also offer individual trainings, and customers can request specific topics based on individual needs. 

To find out everything that was asked and how Kevin responded, be sure to watch the Q&A in full!