POC

Automotive Test

Equipment Services

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Customer Support

The expertise and enthusiasm of our engineers and technicians allows Prime ONE Contracting’s support team to achieve the high customer satisfaction we’ve had for more than 20 years.

We offer support 24 hours a day, 7 days a week to customers worldwide. With our extensive list of allies, we can serve you anywhere within 24 to 48 hours for total on-site support.

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Equipment Service

Equipment support is comprised of on-site services and parts, as well as web-based interaction technologies (e.g. spare part identification and procurement or customer communication).

With Prime ONE Contracting and AIP’s team of maintenance professionals, combined with our repair and calibration center, we’re able to provide high-quality service with dedicated infrastructure to meet 1066 and ISO 17025 testing requirements.

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Software Service

IT and software domains are in constant change (software ageing) due to IT security & data safety, hardware capabilities, interface management, amount of data, etc. Thus, we provide software support to make sure you always keep up with the demands on your testing software and maintain its productivity.

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Service Contracts

Teamwork is in our DNA, and we love offering enhanced service packages to our customers. The helpdesk is always open to anyone who purchases our products, but we love to go the extra mile with Service Level Agreements (Basic, Plus and Premium). We are able to strengthen our customer’s position with 20 plus years of technical expertise, and offer service contracts for an enhanced support experience. Learn about our special support packages by clicking on the button.

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Technical Service Request

Service Level Agreements FAQ

What types of support programs are available?

Prime BASIC (Free to all customers)

Help from an agent with basic knowledge of POC & AIP equipment
Responses are within 36 hours

Prime PLUS (contract required)

Senior agent with technical expertise will assist you
Basic access to our specialized Customer Portal
Up to 58-hours of support

Prime PREMIUM (contract required)

Direct contact with our skilled engineers
Premium access to our specialized Customer Portal
Up to 168-hours of support

How to contact the support team?

Prime BASIC: Support can be reached via help desk email or phone (616-327-2534) with 36-hour response.
Prime PLUS & PREMIUM: You’ll contact the same email, but be connected to a dedicated POC Engineer with detailed knowledge of our equipment and technical expertise. You’ll receive a custom solution with an SLA monitor.

When is help available?

Prime BASIC: 8:00AM – 5:00PM EST
Prime PLUS & PREMIUM: Committed availability according to your chosen level of service. 24/7 access the Customer Portal.

What is the cost?

Prime BASIC: FREE to all our customers.
Prime PLUS & PREMIUM: Contact our Service Team for options and pricing.

Our Service Persona

The goal of our Customer Support Team is to be skilled and reliable for solving all your potential issues. To the right, service activities are listed which received a tech boost through our digital transformation process. Our engineers solve your problems either remotely, onsite (e.g. service interventions or start-up support) or fully digital via our customer portal.