SMI Help Desk provides customers with quick, efficient and targeted support, thanks to a wide range of services, that go from the online and on-site after-sales assistance to the order of spare parts, installation of upgrades, maintenance and technical training. These services are carefully designed to plan, solve, maintain and enhance the performance of the machines during their life cycle, according to the principles of Product Life Cycle Management.
Online services allow the customer to contact SMI Help Desk by phone call, chat or support request form. Regardless of the tool used, the customer has the possibility to communicate with the technician specialized in the type of machine concerned, until the problem is completely resolved.
In addition to online assistance, SMI Help Desk also carries out on-site interventions throughout the world in order to solve technical problems, install upgrades or perform maintenance on the machine.
Lastly, the range of after-sales services includes the consultation of manuals in Smycloud; the spare parts order through online form or app; the request for upgrades for machines that have already been installed and the organization of training courses by SMI Training Center.
Accessing all SMI Help Desk services is even easier and quicker, thanks to the Android and iOS app, that can be downloaded free of charge on smartphones or tablets. Inside the app it is possible to find an area for chatting with an operator, the support request form, the technical sheets, the troubleshooting, the file sharing, the manuals, the spare parts and the machine upgrades.
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. Sede amministrativa: Via Carlo Ceresa, 10 - 24015 San Giovanni Bianco (BG) - ITALIA Sede legale: Via Monte Grappa, 7 - 24121 Bergamo (BG) - ITALIA C.F. e P. IVA IT03942700166 - R.E.A. 421708 Capitale Sociale Euro 5.000.000 i.v.