To preserve efficiency and performance of the supplied installations, SMI offers a series of after-sales services in order to provide customers with a targeted assistance and an efficient support. Two different service packages are available, one including front-line services, the other one including the additional service of augmented reality.
The front-line service package includes the following tools:
Assistance over the phone: by dialing the number +39.0345.40255 you can contact a specialized technician in the Customer Service. Should everyone be busy at the moment, you will be called back as soon as possible (*).
Access to Smyzone H 24/7: by entering your credentials, you can access Smyzone from your PC, tablet or smartphone, where you can find a large database of technical information about your installation. In particular, it is possible to consult the machine technical sheet, the technical specifications, video guides, tutorials, format change-over procedures, parameter description, etc.
Assistance via chat: all customers can use Smychat, a messaging application available all over the world in mobile or desktop version. By using this tool, you can enter a request for intervention and share images and videos, thus making troubleshooting operations quicker and more efficient (*).
Remote support through Teamviewer: it allows trouble-shooting and problem solving, as well as installing the latest upgrades of the machine control software. To use this tool, you simply need internet access to install the Team Viewer programme, which enables the after-sales service to display the machine operating parameters in real time, in order to analyze what is happening (**).
10% discount on maintenance interventions: during Smycall validity you are entitled to get a 10% discount on the manpower costs of scheduled interventions, installation of upgrades and new formats and other onsite interventions not related to emergency situations.
Priority access: by subscribing to Smycall, your request for intervention will be given priority over other requests coming from customers without Smycall package. This ensures a quicker support and the preservation of a high level of performance of the installation.
Besides the front-line services, the second-level assistance includes:
Augmented reality: this tool offers an audiovisual assistance thanks to smart glasses (not included in the service): what the operator sees is displayed in real time on the computer screen of a SMI technician. This system reduces the physical distance and the number of on-site interventions, thus ensuring cost and time saving. Moreover, it overcomes any linguistic barrier, because it is an audiovisual assistance tool (**).
(*) Service active Monday through Friday from 7 a.m. to 10 p.m. GMT + 1 - on Saturday, on Sunday and on Italian national Holidays from 10 a.m. to 10 p.m. GMT + 1 (**) Service active Monday through Friday from 7 a.m. to 5:30 p.m. GMT + 1
The European Regulation 679/2016 (GDPR) on the protection of personal data has been fully applicable since May 25th, 2018. This is an important goal, because it lays down rules relating to the processing of personal data for all Countries within the Union. Every company of the SMI Group planned a series of activities, assets or operational modes to comply with the regulation and put into practice the protection of personal data. Here is a list of actions taken to comply with the European Regulation and our policy on personal data processing.
Lawfulness of processing All activities relating to personal data processing shall be lawful (consent, contract obligations, vital interests of the data subject or of third parties, compliance with legal obligations to which the controller is subject, public interest or exercise of official authority, legitimate interest pursued by the controller or by third parties).
Information document The information statement has been improved and updated to the new regulations (art. 13 and 14 GDPR).
Rights of the data subjects (right of access, right to erasure-right to be forgotten, right to restriction of processing, right to object, right to data portability) Technical and organization measures have been adopted to ensure the data subject's exercise of his rights and to meet the data subject requirements.
Controllers, processors Based on the new principle of “accountability”, SMI Group organization was re-defined, in order to proactively ensure integral compliance with the Regulation. Redefinition of the role of data processors and service suppliers whose activity implies personal data processing.
Risk of data processing; accountability measures taken by controllers and processors (Impact assessment, record of processing activities, security of processing, data breach) The “Conformity document”, including records of data processing activity, plans, adopts and demonstrates all technical and organizational measures taken to adequately perform the data processing activities and specifies the necessary procedures to be adopted to notify data breach.
Transfer of personal data to international organizations Smi Group adheres to the general principles and guarantees concerning the transfer of personal data to third Countries.
The Controller is: SMI S.p.A. Head office: Via Carlo Ceresa, 10 - 24015 San Giovanni Bianco (BG) - ITALIA VAT nr: IT03942700166 - R.E.A. 421708 For further information, write to: firstname.lastname@example.org
According to the European Regulation 679/2016, the data subject is entitled to exercise the rights set forth in the Regulation. The integral version of art. 15; 16; 17; 18; 20; 21; 77 of the European Regulation is attached to this document.
SMI S.p.A. IVA SMI INDUSTRIES Group Headquarters: Via Carlo Ceresa, 10 - 24015 San Giovanni Bianco (BG) - ITALIA Registered office: Via Monte Grappa, 7 - 24121 Bergamo (BG) - ITALIA VAT: 04471940165 - TAX code: 03942700166 - R.E.A.: 421708 Share capital: Euro 5.000.000 i.v.