24/7 Remote Manufacturing Support Services

We deliver expert automation support across your entire technology stack, from PLCs to MES, ensuring maximum uptime for manufacturing operations that never sleep.

Request Support Information

50+

Technologies

24/7

Availability

2 hr

Critical Response Time

99.9%

Uptime

Remote Support Protects Your Production

Remote support gives manufacturers fast, expert help for their automation systems anytime and from anywhere, without waiting for an on‑site visit. Your team can connect with engineers who quickly troubleshoot PLCs, SCADA/HMI, MES, and software issues to keep production running smoothly.

Because even small disruptions can impact output, costs, and customer commitments, a Remote Support Package ensures you have proactive monitoring, expert guidance, and guaranteed response times that prevent minor issues from becoming major downtime. E Tech Group offers a range of flexible remote support packages designed to fit any operation, giving you peace of mind knowing expert assistance is always within reach.

Service Level Agreements:

Severity Response TimeWhen to Use:
Critical2 hourProduction stoppages, PLC failures, line-down emergencies
High4 hoursSystem warnings, calibration issues affecting output
Medium24 hoursConfiguration tweaks, non-urgent optimization
Low48 hoursDocumentation requests, scheduled maintenance

* Customized Remote Support Packages available upon request, as well as On Site Support Packages

  • Guaranteed response times with tiered urgency
  • Phone support for critical issues
  • 7-day ticket reopen window
  • Quarterly SLA compliance reviews

Service Packages

Core 24/7 support included with all packages. Enhance with add-on services tailored to your operation.

  • 24/7 remote availability (phone, email, portal)
  • Guaranteed SLAs with 2-tiered support (L1 triage → L2 experts)
  • Dedicated account management & quarterly reviews
  • Bug investigation with vendor coordination
  • Comprehensive support documentation
  • Network Monitoring
  • OS/Software/Firmware Patching (automated)
  • End-of-Life (EOL) tracking & upgrade planning
  • Hardware inventory management
  • Advanced analytics & custom dashboards
  • Onsite support dispatch

Custom packages available—mix and match to fit your operational needs

Prevention-first approach reduces downtime by 35-45% and maintenance costs by 25-30% vs. reactive support.

  • How It Works / Ninja RMM Platform
    • Automated OS/software patching with configurable schedules
    • Firmware version tracking and device traceability
    • Custom reboot windows and approval workflows
  • ROI Metrics
    • 430% average ROI within 2 years
    • 25-30% reduction in total maintenance costs
    • 35-45% decrease in unplanned downtime

Four-step process from ticket submission to resolution with real-time collaboration via secure Zendesk portal.

  • View Support Journey
    • Submit – Web portal, mobile app, or email with urgency classification
    • Assign – Immediate routing to qualified engineer, SLA timer activated
    • Resolve – Real-time troubleshooting with seamless escalation to senior engineers
    • Optimize – Fix confirmation, trend reporting, continuous improvement
  • Self-Service Knowledge Base
    • 24/7 access to industry-specific articles
    • Resolve 20% of issues independently
    • 35% faster resolution times for KB users

Enterprise-grade security with end-to-end encryption, role-based access, and redundant 99.9% uptime infrastructure.

Security Details

  • Granular role-based access control
  • Scales from single site to enterprise deployment

Deep expertise across Life Sciences, Food & Beverage, Metals, Material Handling, Mission Critical facilities, and Advanced Manufacturing.

  • Life Sciences – Pharma, biologics, medical devices, FDA-validated processes
  • Food & Beverage – Alternative proteins, cultivated meats, packaged goods, beverages
  • Metals – Steel, aluminum, iron manufacturing with coordinated drive systems
  • Material Handling – Distribution centers, parcel hubs, logistics automation
  • Mission Critical – Data centers, utilities, power generation (zero-downtime environments)
  • Advanced Materials – Semiconductors, microelectronics, solar, battery manufacturing
  • Consumer Products – CPG manufacturing and co-packing operations

The Business Impact

What We Support:

Comprehensive expertise across PLCs, SCADA, DCS, and MES systems.

  • Allen-Bradley/Rockwell Automation
  • Siemens
  • Schneider
  • Emerson
  • AVEVA
  • Ignition
  • Rockwell
  • GE Proficy
  • Siemens
  • Schneider
Engineer Operators Using Scada System At Industrial Plant
  • Rockwell
    • Studio 5000 / Logix 5000
    • PlantPAx DCS
    • FactoryTalk View
    • Rockwell Batch (S88)
  • Siemens
    • TIA Portal
    • Step 7
    • WinCC
    • PCS 7
  • AVEVA
    • System Platform / InTouch
    • MES/Workforce
    • Historian
  • Ignition
    • Ignition SCADA
    • Perspective
    • Vision
  • GE Digital
    • Proficy iFIX
    • CIMPLICITY
    • Historian
  • Rockwell PlantPAx
  • Honeywell •
  • Yokogawa
  • Emerson DeltaV
  • Syncade
  • Apprentice.io
  • NextPlus
  • AVEVA MES
  • Siemens Opcenter
  • Rockwell Plex
  • GE Proficy
  • Sepasoft

Where to Start?

Existing Support Customers

ZenDesk Portal

Interested in beginning remote support?

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