Wennstrom Uptime
Reliable operations
Wennstrom Uptime is our concept for service and maintenance. The Uptime service levels are adapted to varying requirements on reliability and uptime.
Core
Basic reliability
When stable operation is important, but standard response times and limited proactive support are acceptable.
Plus+
Proactive service
When uptime has a direct impact on the customer experience, operations, or revenue, but full 24/7 support is not necessarily required.
Priority++
For business-critical operations
When downtime has significant financial, operational or reputational consequences.
Core
Wennstrom Uptime Core is the right choice when stable operation is important, but standard response times and limited proactive support are acceptable.
What's included
- Monitoring during regular service hours
- Alarms during regular service hours
- Basic support during agreed service hours
- Preventive maintenance 1 time/year
- Fault resolution with callout to applicable hourly rates
- Spare parts ordered as needed
- Service report after completed service
- Escalation
- Proactive replacement
- Optimization & consultancy
Response times
Fault type
Definition
Remote response
On-site response
Critical fault
No sales/charging can be carried out from the site
Max. 4 hours
Next working day / per agreement
Major fault
One or more units are out of operation, but the site can still be used partially
Max. 8 hours
Within 2-3 working days
Minor fault
Cosmetic faults, minor adjustments or faults that can be resolved remotely
Max. 24 hours
At next service or planned call-out
What's included
- Monitoring during regular service hours
- Alarms during regular service hours
- Basic support during agreed service hours
- Preventive maintenance 1 time/year
- Fault resolution with callout to applicable hourly rates
- Spare parts ordered as needed
- Service report after completed service
- Escalation
- Proactive replacement
- Optimization & consultancy
Response times
Critical fault
No sales/charging can be carried out from the site
Remote response
Max. 4 hours
On-site response
Next working day / by agreement
Major fault
One or more units are out of operation, but the site can still be used partially
Remote response
Max. 8 hours
On-site response
Within 2-3 working days
Minor fault
Cosmetic faults, minor adjustments or faults that can be resolved remotely
Remote response
Max. 24 hour
On-site response
At next service or planned call-out
Plus+
Wennstrom Uptime Plus+ is the right choice when uptime has a direct impact on customer experience, operations or revenue, but full 24/7 support is not necessarily required.
What's included
- Monitoring during extended service hours
- Active alarm handling and remote troubleshooting
- Support for customers or operator during agreed service hours
- Preventive maintenance 1-2 time/year
- Priority response: remote and on-site
- Spare parts handling as agreed, optionally with dedicated minimum stock
- Escalation: Hotline/ticket → remote diagnosis → technician → root cause analysis
- Service report and basic operational/fault overview
- Proactive replacement
- Optimization & consultancy
Response times
Fault type
Definition
Remote response
On-site response
Critical fault
No sales/charging can be carried out from the site
Max. 1 hour
Max. 4 hours
Major fault
One or more units are out of operation, but the site can still be used partially
Max. 4 hours
Max. 24 hours
Minor fault
Cosmetic faults, minor adjustments or faults that can be resolved remotely
Max. 24 hours
At next service or within 3 days
What's included
- Monitoring during extended service hours
- Active alarm handling and remote troubleshooting
- Support for customers or operator during agreed service hours
- Preventive maintenance 1-2 time/year
- Priority response: remote and on-site
- Spare parts handling as agreed, optionally with dedicated minimum stock
- Escalation: Hotline/ticket → remote diagnosis → technician → root cause analysis
- Service report and basic operational/fault overview
- Proactive replacement
- Optimization & consultancy
Response times
Critical fault
No sales/charging can be carried out from the site
Remote response
Max. 1 hour
On-site response
Max. 4 hours
Major fault
One or more units are out of operation, but the site can still be used partially
Remote response
Max. 4 hours
On-site response
Max. 24 hours
Minor fault
Cosmetic faults, minor adjustments or faults that can be resolved remotely
Remote response
Max. 24 hours
On-site response
At next service or within 3 days
Priority++
Wennstrom Uptime Priority++ is the right choice for business-critical operations where downtime has significant financial, operational, or reputational consequences.
What's included
- 24/7 monitoring
- 24/7 active alarm handling and remote troubleshooting
- 24/7 support and on-call service
- Preventive maintenance minimum 2 times/year
- Guaranteed response times
- Dedicated spare parts stock or agreed critical spare parts package
- Formal escalation process with technical owner and management escalation
- Replacement of wear parts and critical components before faults occur
- Periodic SLA & uptime reporting
- Ongoing recommendations to improve operations, uptime & lifetime. Technical sparring, root cause analysis and improvement proposal
Response times
Fault type
Definition
Remote response
On-site response
Critical fault
No sales/charging can be carried out from the site
Max. 1 hour
Max. 4 hours
Major fault
One or more units are out of operation, but the site can still be used partially
Max. 4 hours
Max. 24 hours
Minor fault
Cosmetic faults, minor adjustments or faults that can be resolved remotely
Max. 24 hours
At next service or within 3 days
What's included
- 24/7 monitoring
- 24/7 active alarm handling and remote troubleshooting
- 24/7 support and on-call service
- Preventive maintenance minimum 2 times/year
- Guaranteed response times
- Dedicated spare parts stock or agreed critical spare parts package
- Formal escalation process with technical owner and management escalation
- Replacement of wear parts and critical components before faults occur
- Periodic SLA & uptime reporting
- Ongoing recommendations to improve operations, uptime & lifetime. Technical sparring, root cause analysis and improvement proposal
Response times
Critical fault
No sales/charging can be carried out from the site
Remote response
Max. 1 hour
On-site response
Max. 4 hours
Major fault
One or more units are out of operation, but the site can still be used partially
Remote response
Max. 4 hours
On-site response
Max. 24 hours
Minor fault
Cosmetic faults, minor adjustments or faults that can be resolved remotely
Remote response
Max. 24 hour
On-site response
At next service or within 3 days
service level Comparison
Uptime Core
Uptime Plus+
Uptime Priority++
Services included
- Nation-wide coverage in Denmark, Finland, Norway & Sweden
- Monitoring during regular service hours
- Alarms during regular service hours
- Basic support during agreed service hours
- Preventive maintenance 1 time/year
- Fault resolution with callout to applicable hourly rates
- Spare parts ordered as needed
- Service report after completed service
- Escalation
- Proactive replacement
- Optimization & consultancy
- Nation-wide coverage in Denmark, Finland, Norway & Sweden
- Monitoring during extended service hours
- Active alarm handling and remote troubleshooting
- Support for customers or operator during agreed service hours
- Preventive maintenance 1-2 times/year
- Priority response: remote and on-site
- Spare parts handling as agreed, optionally with dedicated minimum stock
- Escalation: Hotline/ticket → remote diagnosis → technician → root cause analysis
- Service report and basic operational/fault overview
- Proactive replacement
- Optimization & consultancy
- Nation-wide coverage in Denmark, Finland, Norway & Sweden
- 24/7 monitoring
- 24/7 active alarm handling and remote troubleshooting
- 24/7 support and on-call service
- Preventive maintenance minimum 2 times/year
- Guaranteed response times
- Dedicated spare parts stock or agreed critical spare parts package
- Formal escalation process with technical owner and management escalation
- Replacement of wear parts and critical components before faults occur
- Periodic SLA & uptime reporting
- Ongoing recommendations to improve operations, uptime & lifetime. Technical sparring, root cause analysis and improvement proposal
Critical fault response time
- Remote: Max 4 hours
- On-site: Next working day or by agreement
- Remote: Max 1 hours
- On-site: Max 4 hours
- Remote: Max 1 hour
- On-site: Max 4 hours
Major fault response time
- Remote: Max. 8 hours
- On-site: Within 2-3 working days
- Remote: Max. 4 hours
- On-site Max. 24 hours
- Remote: Max. 4 hours
- On-site: 24 hours
Minor fault response time
- At next service or planned call-out
- Remote: Max. 24 hours
- On-site: At next service or within 3 days
- Remote: Max- 24 hours
- On-site: At next service or within 3 days
Nationwide geographical coverage
Wennstrom’s service organization covers the Nordic markets better than anyone else in the industry. Our service organization has all the logistics and skills in place to provide timely repairs, monitor equipment performance and schedule preventive maintenance.
Treat yourself to a solid service partner
Good uptime is not a luxury – it’s a requirement for your operations.
Contact us to set up a first meeting, online or in person.
