Preparing the published article.
How to Assess a Company's Service Network
Support capability, measured rather than described.
What to verify
| Layer | Evidence |
|---|---|
| Remote support | Can they read controller logs remotely? |
| Local engineers | Named people and typical arrival time |
| Spare parts | Local stock list, by item and value |
| Escalation | Who handles second-line problems |
Test it during the sales phase
Send a technical question and time the answer. That response is usually the best you will ever receive — imagine a slower version of it during a night-shift failure.