Service Level Agreement with a major player in the agro-industry
Thanks to the engineering support from Centif, the customer's production environment remains maximally available
An international major player in the agro-industry, active in the development and production of high-quality seeds, operates in a complex production environment where biological processes and industrial automation converge.
The continuity of this production is crucial. Downtime not only has a direct impact on output but can also jeopardize the quality and reliability of the final product. At the same time, the organization did not have sufficient internal engineering capacity to respond quickly and adequately to technical issues or optimization challenges.
The challenge was clear: how do you guarantee maximum uptime and flexibility without building a heavy internal engineering structure?
Solution: structural SLA support
Targeted technical support
Centif supports the production environment through a Service Level Agreement, focusing on automation and Rockwell systems. This gives the customer access to specialized expertise for both troubleshooting and optimization, without the need to build additional internal engineering capacity.
Flexible and priority based support
Depending on the impact, issues are handled differently. Critical failures are addressed immediately through direct communication, while less urgent inquiries are processed via a ticketing system with agreed-upon response times. This approach combines speed with structure and ensures efficient use of resources. Provide a longer title for this.
Continuity without extra overhead
By collaborating with an external partner, the organization remains flexible and agile. There is no need for an extensive internal engineering team, while still being able to respond quickly and effectively when necessary. This way, expertise is utilized at the right moment, without structural overcapacity or fixed costs.
Result: maximum continuity thanks to a sustainable support approach
With the Service Level Agreement, the customer today has a dedicated engineering partner who not only responds when a problem arises but also actively contributes to the stability and reliability of the entire MES environment.
By combining 24/7 availability, clear priority levels and guaranteed response times, critical incidents can be addressed immediately. This minimizes the impact of disruptions on production and avoids costly downtime as much as possible.
Additionally, monthly proactive system checks ensure that potential issues are often detected before they can impact production. Server performance, log files, services, interfaces, databases and software versions are systematically monitored and reported. Any deviations are evaluated together with the client and translated into a concrete action plan.
This collaboration also offers significant benefits in the long term. Thanks to a central ticket registration system, internal knowledge retention, and a team of specialized engineers, all project knowledge is preserved within Centif. As a result, the client is not dependent on a single specific employee and always has access to the right expertise when needed.
The result is a scalable support structure that combines maximum operational reliability with flexibility. The organization does not need to build additional internal engineering capacity, while still being able to rely on specialized support, predictable service delivery and a trustworthy partner that grows alongside future expansions of the production environment.