24/7 SERVICE CONTRACTS Services
OUTSIDE HUMIDITY
35°C 45°C
90% 40%
22º C
Inside
PROVIDED BY HEINEN & HOPMAN
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Service & maintenance - HEINEN & HOPMAN ©
Heating
Ventilation
Air Conditioning
Service & maintenance - HEINEN & HOPMAN ©
Refrigeration
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COMPANY INTRODUCTION Heinen & Hopman is a reliable partner in the global maritime sector, offering top quality products and service in the field of climate control (HVAC & Refrigeration). The no-nonsense and entrepreneurial character of the founders who established the company in 1965 is still one of the main cornerstones of Heinen & Hopman. We support our clients using our knowledge and experience by realising the best possible climate control solutions; either fully customised or with varying degrees of standardisation. Like our clients, we are continuously active on a global scale to ensure that we can always be of service. We are also constantly searching for sustainable innovations as we aim for the best and very latest solutions in collaboration with our clients. Heinen & Hopman is critically aware that a company’s greatest asset is its employees – it is they who represent the added value of our business. Our goal is to continue to expand in the global market for maritime climate control solutions in a future-proof way. In short, you can rely on Heinen & Hopman to deploy the know-how and expertise required to solve any heating, ventilation, air conditioning and refrigeration issue onboard ships. We see complexity as a challenge, no matter where your vessel may be.
OPERATING GLOBALLY Global networking is crucial in every line of business and the shipping industry is certainly no exception. Being able to offer the highest quality of service and products to our clients at all times and in all places is of enormous importance to us. This is why Heinen & Hopman aims to keep expanding its network and know-how to ensure we are exactly where our clients need us to be.
Europe 23 Offices
1200 Employees
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Factories
11
Countries
Americas 9
Offices
1
300 Employees
Service & maintenance - HEINEN & HOPMAN ©
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Countries
4
Factories
Asia 11 Offices
380 Employees
7
Factories
7
Countries
Service & maintenance - HEINEN & HOPMAN ©
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INTRODUCTION OF SERVICES Heinen & Hopman knows your vessel or structure is an investment in creating a perfect way of spending your rare spare time in life. The air conditioning system has a great impact on the ambience and comfort onboard. When stepping indoors, you expect to chill out in an area with the right temperature and humidity level. Furthermore, the air conditioning should be whisper quiet and - most importantly - work perfectly at all times. When an HVAC malfunction occurs, you probably want it fixed as quickly as possible. This is why we have introduced 24/7 service contracts. Our 24/7 service contracts come in three different levels of service. However, each contract guarantees 24/7 availability: our emergency service desk will be available to call round the clock regarding HVACrelated issues.
Antibes
La Spezia
La Ciotat
Istanbul
West Palm Beach
Fort Lauderdale
Barcelona
Palma de Mallorca
Image: Dedicated yacht service locations in the yachting hubs
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Service & maintenance - HEINEN & HOPMAN ©
Service & maintenance - HEINEN & HOPMAN ©
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SERVICE LEVELS Per service level, Heinen & Hopman has a dedicated emergency support phone number available as well as a web portal including mobile app in case of any HVAC emergency. At first the call will be registered, so the correct follow-up can be arranged. Depending on the problem, a certified Heinen & Hopman engineer will be in touch to help you out. The service levels mainly differ from one another in the support response time and amount of remote support hours. The three service levels can be seen below in one overview and are defined in the following headings. DESCRIPTION Guaranteed phone availability
STANDARD
COMFORT
TOTAL CONTROL
24/7 availability
24/7 availability
24/7 availability
Call centre response time
2 minutes
2 minutes
2 minutes
Response time of Heinen & Hopman emergency support after ticket registration
72 hours
24 hours
12 hours
Response time for Heinen & Hopman engineer to travel after ticket registration
Best effort
72 hours
72 hours
Remote support hours by Heinen & Hopman engineer included
10 hours
40 hours
60 hours
Service ticket registrations
unlimited
unlimited
unlimited
Portal
√
√
√
Portal - Access for an unlimited number of users
√
√
√
Portal - My Spares (request a quote for spares)
√
√
√
√
√
Portal - My Documents (as-built drawings, manuals, service reports) Portal - My Logbook (chat with Heinen & Hopman engineers)
√
√
√
Portal - My Tickets (check the status and reports of your service tickets)
√
√
√
Portal - FAQ
√
√
√
Portal - My Analytics (PowerBI analyses)
on request
Portal - Preventive monitoring (link to onboard PLC system and alarm notification)
on request
Portal - Proactive maintenance notification (running hours and preventive replacement advice)
√
Mobile app
√
√
Preventive remote system health check Maintenance matrix
√
Advice on essential parts and tools Annual maintenance Periodic maintenance Spare parts
√ 8 hours √
√
√
√
T&M rates
T&M rates
10% discount
T&M rates
T&M rates
10% discount
discount t.b.d.
discount t.b.d.
discount t.b.d.
Chart: three available service levels, a checkmark indicates what is included
STANDARD The STANDARD contract means you can contact Heinen & Hopman 24/7 via the service portal or mobile application. A dedicated phone number will be available for HVAC emergencies only. You can expect a support response within 72 hours. The contract consists of 10 remote support hours from the Heinen & Hopman headquarters. Heinen & Hopman will ensure that an engineer will be available to travel to any location in the world on best effort. COMFORT The COMFORT contract means you can contact Heinen & Hopman 24/7 via the service portal or mobile application. A dedicated phone number will be available for HVAC emergencies only. You can expect a support response within 24 hours. The contract consists of 40 remote support hours from the Heinen & Hopman headquarters. Heinen & Hopman will ensure that an engineer will be available to travel to any location in the world within 72 hours. TOTAL CONTROL The TOTAL CONTROL contract means you can contact Heinen & Hopman 24/7 via the service portal or mobile application. A dedicated phone number will be available for HVAC emergencies only. You can expect a support response within 12 hours. The contract consists of 60 remote support hours from the Heinen & Hopman headquarters. Heinen & Hopman will ensure that an engineer will be available to travel to any location in the world within 72 hours.
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Service & maintenance - HEINEN & HOPMAN ©
Service & maintenance - HEINEN & HOPMAN ©
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Image 1: Example overview of portal dashboard
REMOTE SERVICE TEAM
Included in the Heinen & Hopman remote service team are support hours for the following service specialists: • Service engineer • Cooling engineer • Commissioning engineer • PLC engineer • SCADA engineer
MAINTENANCE
To keep your HVAC system fit, periodic maintenance is advised as regular preventive check-ups are crucial for a properly functioning HVAC system. A healthy HVAC system minimises the risk of system failure - causing down time at inconvenient moments – and guarantees an optimal indoor climate while simultaneously reducing power consumption. The result: an energy-efficient, healthy and environmentally friendly HVAC system. For COMFORT and TOTAL CONTROL service contracts Heinen & Hopman will provide a tailor-made maintenance matrix. It gives a timetable for when HVAC system components need to be checked and/or replaced. Required maintenance activities can be defined on an annual, five-yearly and ten-yearly basis. Heinen & Hopman will advise on which spare parts and tools should always be onboard to ensure the essential systems keep running and what kind of components or tools should be available for the most common repairs. Our service team will provide a spare parts list which will be published on the portal with recommended spare parts (per main component) and estimated delivery times and prices.
Don’t hesitate to contact us for more information about our service options. We are eager to explain the possibilities for your vessel or structure. Scan the QR-code or visit heinenhopman.com 4
Service & maintenance - HEINEN & HOPMAN ©
Service & maintenance - HEINEN & HOPMAN ©
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Heinen & Hopman encourages a more sustainable world. By providing eco-friendly solutions and services we offer our clients the option of reducing energy consumption and thus CO2 emissions.
you require more information “ Do about our services or would you like to know more about our 24/7 contracts? I am keen to help you further!
“
Jaco Heinen
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Service Manager service@heinenhopman.com
OUTSIDE HUMIDITY
35°C 45°C
90% 40%
22º C
Inside
PROVIDED BY HEINEN & HOPMAN
www.heinenhopman.com 5
Service & maintenance - HEINEN & HOPMAN ©
Heating
Ventilation
Air Conditioning
Service & maintenance - HEINEN & HOPMAN ©
Refrigeration
5