MBR Support

With manufacturing and rebuild centers all over the country, Ovivo has the capabilities to accurately restore your MBR equipment to its original performance.

Ovivo’s repair & rebuid capabilities provide our customers with the best value, lowering their water and wastewater treatment plant maintenance costs and extending the service years of existing equipment.

Call us anytime: 1-855-OVIVO-MBR

Ovivo’s MBR expertise includes:

Technical Support | On Site Support | Remote SCADA Monitoring and Support | System Audits

The EQuipTech™ Aftermarket Support Program is a tiered service program offering post warranty support to our MBR customers. Site visits,enhanced training and even extended process warranties are available. Contact your EQuipTech™ Customer Support Representative via the EQuipTech™ Hotline at 512-652-5848 or at EQuipTech@ovivowater.com

 

Technical Support – Ovivo’s highly trained staff can help troubleshoot operational issues over the phone or by remotely connecting to your plant control system. If necessary, Ovivo has a nationwide network of certified field service technicians that can be dispatched to provide onsite assistance. With any Ovivo MBR system free technical support is provided for the first year of service. With the EQuipTech™ program, technical support services can be extended for years to come.

On Site Support – All of our service plans have the option to include site visits from our skilled staff. You can use these visits as an opportunity to gain refresher training, visually inspect submerged membrane units, perform maintenance as required with the support of plant personnel,have a system review or to address a specific problem. Additional days can be added at a flat rate.

Remote SCADA Monitoring and Support – Using advanced remote administration and monitoring technology, Ovivo can actively monitor the status of your system to proactively address potential problems. In addition, electronic reports summarizing SCADA monitoring activity can be sent to your site and used to optimize system performance. SCADA monitoring also includes alarm management services that allow Ovivo to help address situations on a real-time basis.

System Audits – During a System Audit, Ovivo’s technical staff reviews the performance of all your MBR subsystems and the efficiency of the biological process. Our comprehensive System Audits can include the evaluation of biological treatment efficiency, nutrient removal, clean in place procedures, energy consumption, as well as a review of any supporting systems such as headworks and aeration systems.

Q: Where can I sign up for a service contract?

A: Follow this link.

Q: Why is Ovivo shifting to a pay for service system?

A: It comes down to simple business. The Technical Support group dedicates thousands of hours per year to managing the customer support efforts. We will not be prospering financially by offering support plans for as low as $3,000 per year, but it will help offset the increasing costs of supporting customers.

Q: How will the new system work?

A: In order to better serve our customers we are establishing a Call Center. They will answer calls and direct messages to the Technical Support group. Your call will be returned by a technician.

Q: I live in Hawaii, Alaska, or in a U.S Territory. Does standard contract pricing apply to me?

A: Sadly no. Prices are specifically for the contiguous 48 States. We will however work to provide you with excellent pricing.

Q: If my plant does not have a service package and we are experiencing an emergency will Ovivo turn us away?

A: Ovivo will never turn our customers away. If you are experiencing an emergency MBR event, please call the hotline, explain your emergency and the Call Center Operator will pass your message to the Technical Support team. These calls will be billable at our standard rate of $145 per hour.

Q: If I call for an emergency, and am charged for by the hour for support, can I apply those funds to a contract later?

A: Yes. You have 30 days following an hourly support event to roll those costs into a contract.

Q. How/where can I review contract options?

A: The plans & prices are posted here.

Q: If my plant is still under warranty will I need to purchase a service package?

A: No. If your facility is still in the original membrane warranty period you’re covered.

Q: Can I build a custom service package for my plant with only the services I intend to use?

A: Yes, you can use our ‘click and build form’ to purchase only the items of interest to you with the simple click of a button and you can enter your PO number online.

Q: Will Ovivo offer any alternative to purchasing a service package?

A: Ovivo will continue to support any customers that do not have a service package at our standard hourly rate of $145.

Q: Do we have to purchase the service package immediately or do we have a grace period to get approval?

A: June 1st, 2014 will be the last day of our free support option.

Q: If I buy the service package in the middle of the year, can I get a pro-rated rate?

A: The year will start from the date of purchase through to the same date of the following year.

Q: Where do I find my Service Contract Number?

A: When you establish a contract we will issue you a contract number. It will begin with the letters FAW—–.

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