Customer support that drives
real results
Expert, personalized, and proactive support for smooth deployment, fast issue resolution, and long-term reliability
Support is more than a service — it’s a core part of how CENTO delivers value. It connects people, technology, and continuous improvement, helping companies adopt the platform smoothly, solve challenges effectively, and maintain reliable, energy-efficient operations.
Customer support as part of the overall experience
Support is an integral part of CENTO, not an add-on. Industrial environments require stability, predictability, and confidence, and introducing new technology can face natural resistance. CENTO’s support is designed to make implementation and adoption smooth and low-risk. We build solutions tailored to each customer, refine them during deployment, onboard teams, and eliminate concerns about disrupting existing operations.
Once customers see how easily the system can be configured, we help them implement advanced scenarios requested by energy engineers, production managers, and maintenance teams. Support remains active throughout the lifecycle, sharing updates, new features, and improvements driven by real feedback.
CENTO is built with the SCRUM methodology, which means customers are part of the development loop — contributing feedback, shaping priorities, and helping the platform evolve in ways that align with their operational and energy-efficiency goals.
Support channels and availability
Customers can reach support through the most convenient channels — chat, email, phone, or messaging apps — with a consistent experience: rapid access to experts and clear answers when they matter most.
We are expanding availability to match business hours across North and Latin America, ensuring companies always have access to support during their operations. Service Level Agreements (SLAs) are tailored to each customer’s priorities. Some require immediate responses to critical events, while others need extended coverage during major modernization projects. In all cases, support is shaped around customer needs.
Personalized support
The best support is built on deep understanding. Each customer has a dedicated chat channel, which keeps all communication and request history in one place. This approach eliminates repeated explanations and makes it easier to track progress over time.
Instead of assigning a single engineer, CENTO connects customers directly to the most qualified specialist for each request — whether it involves data integration, system configuration, or optimizing energy-related metrics. In addition, we manually document project milestones and feedback, giving the support team full context and ensuring continuity across every interaction.
Expertise that powers support
CENTO support specialists understand both the front-end and back-end of the platform. They guide users through dashboards, analytics tools, and configuration options, while also handling deeper system settings and teaching customers how to manage them independently — without coding or specialized skills.
Their expertise comes from direct collaboration with the development team and hands-on experience across projects in different industries. This allows them to tailor solutions to specific production processes and energy-efficiency goals. Support acts as a bridge between users, developers, and implementation teams, ensuring the platform evolves while remaining stable and aligned with operational requirements.
Handling complex requests
When issues become complex, CENTO’s escalation process ensures the right people are involved immediately. Bugs that cannot be resolved by support go directly to the development team, while feature requests are reviewed by the product team and scheduled if approved.
This streamlined approach eliminates delays caused by multiple support layers. Feedback from these cases directly shapes the product — many improvements and new features originate from field requests, ensuring CENTO evolves in response to real-world operational challenges.
Support that anticipates your needs
CENTO support is proactive. The team tracks issues identified in similar projects and monitors system performance after each update to catch potential problems early. By sharing targeted reports and educational materials, they help customers understand changes and best practices without overwhelming them with unnecessary alerts. Communication is purposeful and relevant, focused on preventing downtime and improving operational performance.
How we measure service quality
CENTO doesn’t rely on formal satisfaction scores or numerical metrics. Instead, success is measured by fully resolving each request and delivering solutions that create long-term value. Many customers remain with CENTO for years and recommend it within their professional networks — a sign of trust and satisfaction that goes beyond ratings.
Resolution times vary based on complexity: some bugs are fixed within minutes, while feature development may take months. What matters most is solving the real problem and supporting efficient, continuous operation.
Real projects, real results
Support has proven critical in real-world cases. At one site, a database partially deleted by antivirus software was fully restored. At another, an SSD failure without RAID protection was resolved using backups. In other cases, misconfigured roles or tag errors that caused data loss were quickly identified and corrected. These incidents demonstrate not only the platform’s reliability but also the depth of expertise behind CENTO support.
Support: what’s next
Looking ahead, CENTO plans to expand support with SLA options and a ticketing system for larger organizations, as well as dedicated support engineers for major projects. We also aim to organize meetups with development and implementation teams to share knowledge and strengthen expertise.
All support is currently provided by people, not automation. While AI may play a role in the future, human specialists remain unmatched in understanding industrial processes and delivering precise solutions. As the platform grows, so will the support ecosystem — with more video guides, an expanded knowledge base, and deeper collaboration to help customers achieve their operational and energy-efficiency goals.