At the Port of Rotterdam in the Netherlands, Rotterdam World Gateway (RWG) terminal has a software service level agreement (SLA) for their 50 Konecranes Gottwald automated stacking cranes (ASCs) and 84 automated guided vehicles (AGVs). The SLA provides continuous technical support for the resolution of any software issues affecting the operation of this equipment.
Situated in the largest seaport and industrial complex in Europe, RWG is a key player in regional logistics. Rotterdam World Gateway (RWG) operates the world's most advanced container terminal. RWG serves as the preferred hub for global container logistics, supporting leading international shipping lines. With a high degree of automation and fully digitized processes, RWG leads the industry in safety, sustainability, and operational excellence. RWG is renowned for delivering unmatched efficiency and reliability. Therefore, to ensure maximum reliability, they decided to apply a Konecranes SLA to their extensive fleet of Konecranes Gottwald container handling equipment.
Photo courtesy of RWG
A Konecranes SLA is recommended for automated Konecranes port equipment as system maintenance requires deep and specialized original equipment manufacturer (OEM) knowledge. Tailored to each customer's operational model and local regulations, the agreement defines the scope of service delivery from a team of dedicated Konecranes automation engineers. It includes guaranteed availability and response times for the provision of software solutions for operational impact issues.
Enhancing the benefits of automation
An SLA reduces the uncertainty of what happens if there is a software fault because it specifies a clear course of action. Problem resolution is fast because no travel is required – the Konecranes expert team works through a remote connection with local RWG technicians already on-site. It also formalizes the communication process, ensuring that both Konecranes and RWG have a clear picture of the overall situation, regardless of who is working on it. Regular software updates maintain performance, ease of use and data security.
“A fully automated terminal is a demanding and complex environment so well integrated that even a small software issue can cause critical downtime. Our own team really knows this equipment well and can deal with most day-to-day technical issues. But the Konecranes SLA ensures that if something requires their highly specialist knowledge, they will help us get everything back to normal quickly,” says Edwin, contact person from RWG. “The SLA is also in line with our sustainability goals. Minimizing travel for software maintenance lowers our carbon footprint, and the latest updates continue to develop the energy efficiency of our automated equipment.”
Photo courtesy of RWG
The SLA agreed with RWG includes access to Konecranes' 24/7 Service Desk, at which they can report incidents at four levels of priority. For critical (P1) incidents which have shut down operations, RWG can call a telephone support hotline. The guaranteed P1 response time is 30 minutes or less. For P2 (serious), where operations could be severely affected, the response time is one day. For P3 (moderate), where operations could be mildly affected, the response time is three days. For P4 (low), where operations are minimally affected, the response time is five days. Regardless of priority, a team of dedicated Konecranes engineers troubleshoot the system to identify a root cause and provide a software update to resolve the problem. At high priority, a temporary workaround might be installed first to prevent downtime while the full solution is under development. The contract also includes an automation system performance guarantee backed up by regular software updates, and strict cybersecurity to safeguard equipment data.
“We have had an SLA contract with Konecranes almost ten years now and we believe it has also helped our inhouse team to increase their knowledge about automation system and performance.” adds Edwin from RWG.
We know Konecranes equipment best
“Automation brings great improvements to port operations, but no system is perfect. Our SLA is the ideal choice, because we know our own equipment better than anyone else,” says Olli-Pekka Nieminen, Remote Services Manager, Konecranes. “By adopting a Konecranes SLA for their automated Konecranes Gottwald container handling equipment, we work closely with RWG to make sure they receive the OEM software support they need to help them maximize the safety, eco-efficiency and productivity of their terminal.” The Konecranes SLA is a form of remote support offered by Konecranes Port Services. Remote support means instant assistance from a dedicated, global network of crane and equipment experts. Resolve critical issues fast, understand faults and problems, and give your team the knowledge and insights they need to get the most out of your operation.
Source: Konecranes