Remote technical support

Specialist phone and remote support is one of the most important parts of KDT's after-sales service, designed to provide fast response, accurate diagnosis and shorter repair times.

With a 10-person specialist team in its online support unit, KDT provides continuous technical service to customers and projects. The unit's specialists are thoroughly familiar with KDT products, the technical architecture of the equipment and the related KDT software, and in many cases can investigate and resolve an issue without a specialist having to be physically present.

Support can be delivered by phone, online, or through remote access to the customer's equipment and systems. KDT also has its own proprietary Remote Desktop software, which enables its specialists to establish a remote technical connection. This proprietary infrastructure allows the support team, when necessary, to inspect equipment settings and status directly and to carry out troubleshooting faster and more accurately.

When a support request is received, the specialists first review the details of the problem, the project conditions and the status of the equipment, and then identify the root cause using a range of troubleshooting methods. Where possible, the necessary corrective actions and configuration changes are made remotely, and the equipment's performance is checked again after the changes have been applied.

This approach allows many problems to be resolved in the shortest possible time, without shipping equipment or sending technical staff to the site, which in turn reduces service downtime, support costs and equipment transport costs.

The team is backed by KDT's many years of experience supporting numerous projects and a large installed base of equipment across Iran. The technical knowledge accumulated in the support unit helps the specialists, when facing different problems, to look beyond the visible symptoms and draw on practical experience and technical records to identify the right troubleshooting path more quickly.

If a problem cannot be resolved through phone and remote support, the customer's request can be escalated to on-site support, with an engineer dispatched to the project site, so that the service process continues without interruption.