Ongoing Support & Consulting
After go-live, the same 10in6 team keeps working on your system: adjusting the configuration as the floor changes, adding modules when you need them, and taking the call when a line goes down on a night shift.
How a working system drifts out of use
Eighteen months after go-live, the trouble is rarely technical. A new line and a batch of new part numbers were never set up in the system, the engineer who championed it moved to another role, and the vendor's help desk takes days to answer and has never seen your plant. Downtime goes uncoded, and the reports stop matching what supervisors see on the floor.
We stay involved to stop that drift. Over 97% of our customers would recommend us, and the reason they give most often is support: someone who knows their deployment answers the phone, on a holiday if that's when the line went down, and the system keeps being adjusted as the operation changes.
What ongoing support covers
24/7 Support
- Available nights, weekends, and holidays for critical issues
- Answered by 10in6 people who already know your lines and configuration, so a call doesn't start with an orientation
Proactive Refinement
- Configuration updated when products, lines or processes change
- Modules and reports added on top of the existing setup
- Improvements we raise ourselves, as well as the fixes you ask for
Rollout Strategy & Training
- Which module to start with, and the order for the rest
- Process gaps found and fixed before they get automated
- A training plan for each role on the floor
IT Guidance & Integrations
- Advice on application servers and SQL Server setup
- Backup and migration planning
- Timekeeping connections (ADP, Kronos/UKG, Attendance on Demand), or 10in6 kiosks where there's no timekeeping system
Independent Consulting
- Advice from people who have worked through hundreds of deployments
- Manufacturing and data expertise as well as product knowledge
- We only do well when plants keep running the system, so we have a stake in how yours performs
Customers on working with their project manager
"Having someone like [our 10in6 project manager] to work with has been very helpful. He has been very responsive and drives projects to completion."
"[Our 10in6 project manager] is very quick to respond if we have questions or issues. He has helped us get the information we want out of 10in6, sharing standard reports we didn't know about, or making adjustments when needed."
Support & consulting questions
- Is support a separate contract, or part of every engagement?
- It's part of every 10in6 engagement, not an add-on. Configuration changes, refinement and support carry on after go-live as part of the same relationship. How much consulting you use depends on your operation, but every customer keeps a 10in6 team to call.
- Do we get a dedicated contact, or a ticket queue?
- A dedicated 10in6 project manager who knows your lines, your configuration and what has changed since go-live. Questions and change requests go to that person instead of a ticket queue.
- Can 10in6 connect to our timekeeping system?
- Yes. 10in6 integrates with ADP, Kronos/UKG, Attendance on Demand and other timekeeping vendors to bring live attendance data onto the shop floor. Plants without a timekeeping system can use standalone 10in6 kiosks instead. The data feeds the Attendance & Skills Tracking module, which shows who's on the floor, where they're assigned and who's qualified to cover.
- What if we don't have IT staff to support the system?
- We've deployed and supported 10in6 in plants with no IT department. Advice on application servers, SQL Server configuration, backups and migration planning is part of the service, and we maintain the integration and configuration work ourselves.
- What does the consulting side cover beyond the software?
- Rollout strategy: what to implement first and how to sequence it so people adopt it. Workflow improvement: finding process gaps before automating around them. Training plans for operators, supervisors and maintenance. And independent advice: if software isn't the right answer to a problem, we'll say so.
Ask our customers about support.
We'll put you in touch with long-term customers. Support is the part of 10in6 they bring up without being asked.