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MES in use

After installation, commissioning and go-live, the MES system goes into the operating phase. Maintenance and upgrades to the MES can be performed by the user himself, with the support of MPDV or assigned to MPDV entirely. For simple installations it is typically sufficient to import the service packs that are made available periodically. For more complex systems a consistent system support plan ensures availability and up-to-dateness.

HYDRA system support

The MPDV support team members have the necessary depth of knowledge needed to support HYDRA users with any questions and problems that may arise while using the HYDRA system. To offer support, we provide:

  • A telephone hotline (1st level) available at appropriate service times
  • An experienced 2nd and 3rd level support team, if needed with direct contact to software development
  • Special documentation and advanced workshops

Upon request, MPDV also provides 24/7 support or promised response times. MPDV’s local presence in Germany, the United States, China and Singapore allows follow-the-sun concepts. In addition to general software maintenance agreements, we also enter into tailored customer service agreements with our customers when required.

  • To reach our support hotline:

     EuropeUSChinaSingapore

    Phone:
     

    + 49 6261 9209-190 
    + 49 700 CALLHYDRA *

    + 1 708 966.4432
     

    + 86 21 5632 3436
     

    + 65 6804 9460
     

    Fax:

    + 49 6261 9209-192

    + 1 708 966.4289

    + 86 21 5632 1035

    + 65 6836 7791

    Email:

    support@mpdv.com

    support@mpdv.com

    support.cn@mpdv.com

    support.sg@mpdv.com

    To analyze, process and trace support cases we use a state-of-the-art helpdesk system. If you wish, you can trace the call via the internet (Call Status).  Customers with the relevant authorization have access to this area which is continuously expanding and is your personal interface to our Support. 

    MES users are additionally offered:

    • Support with technical problems (database server / network) from certified partners.
    • Support with problems of the database from our employees or from associate companies.
    • Regular analysis of your MES server by our support staff.

    Are you interested? Talk to us.

    (* Monday - Friday from 9 a.m. - 6 p.m. 12.6 Cent/Min. German land line, then 6.3 Cent/Min. Calls from abroad are charged comparably to calls from German land line.)

Life cycle management


Manufacturing companies are subject to continuous change. Production processes change, new machines are purchased and the organization continuously adjusts to current circumstances. In order to keep up with these transformations, it is imperative that the MES is continually geared to respond to the current demands of the industry.

In addition to the updates and service packs included in the software maintenance agreement, MPDV also offers additional services:

  • Delta analyses of production processes and MES functions
  • Consultation on system upgrades
  • Preparation of release or version changes

The objective of life cycle management is to ensure that changes have a minimal impact on active production operation. Those production companies that are well-prepared for a release or version change and that test the new functions in detail are able to benefit from an almost seamless and uninterrupted transition.

System upgrades and roll-out

Once the performance capabilities of an MES have been tried and tested during operation, new ideas regarding an expansion of the system are usually quick to follow.

Adding new application areas, connecting to additional departments or plants and any new demands often trigger ideas for functional and regional upgrades of the MES. Here, the MES experts at MPDV are able to consult with and support HYDRA users in:

  • Rolling out the MES into other departments, plants or locations
  • Implementing new MES applications and functions
  • Configuring and customizing new applications

Just as during the implementation phase of introducing a new system, when contemplating system upgrades, companies may approach MPDV to request individual programming options.

Consulting Service Line (CSL)

MES Experts support at short notice

If you need advisory support at short notice on clearly defined matters in HYDRA, the Consulting Service Line (CSL) will help you.

Who has not experienced this: A question appears on a configuration in HYDRA or on a certain system setting and the question could be answered on the telephone without much effort. With the CSL, we offer to our HYDRA users a flexible solution - experienced consultants support you with comprehensive advice on the telephone. 

Our promise:

  • Suggestion for a telephone appointment within one business day.
  • Suggested date is within the next five business days.
  • Competent consulting and needs-based services performed by our experts.

Requirements:

  • Clearly defined request
  • Relating to the HYDRA standard.
  • Maximum of four hours to clarify the issue.

As a HYDRA customer, you benefit from our straight-forward processes, short-term scheduling and fixed hourly rates. In order to request CSL contact your MPDV salesmanager.    

Note: The Consulting Service Line is available from 9 am to 6 pm, CEST.