Configure your SLA

1. iNSIGHT

iNSIGHT is a digital support platform designed specifically for Tronrud Engineering machines. It includes a suite of support technologies and a Service Level Agreement. Full functionality requires: (1) the necessary technical infrastructure, and (2) an active Service Level Agreement for the site.

2. iNSIGHT Technology

Tronrud Engineering relies on five (5) key technologies to deliver optimal support.

iNSIGHT Companion ↗

Access to OEM expertise through a ticketing system, a site-specific knowledge base, and AI-assisted troubleshooting support. Free of charge to all Tronrud Engineering customers.

iNSIGHT Cloud

Real-time machine data dashboards visualizing machine status, OEE performance, and error codes.

iNSIGHT View

Real-time and historical machine footage for troubleshooting and learning.

iNSIGHT Connect

Secure remote connectivity — over 95% of reported issues can be solved remotely. Some service level guarantees depend on Connect being installed and available.

iNSIGHT Edge

Local edge computing, AI, and applications for installed machines — real-time performance data, anomaly detection, and fleet management.

3. iNSIGHT Service Level Agreement

Agreement scope

Duration: The SLA runs on a calendar-year basis and renews annually, subject to agreement on commercial terms and receipt of a valid purchase order each year. A mid-year start may be prorated to year-end.

Equipment & commercial terms: Covered equipment, your selected tier, fees, and optional add-ons (including yearly pre-services) are defined in Appendix A of your formal agreement, issued with each quote.

Annual adjustment: Recurring and usage-based charges are subject to a periodic adjustment upon renewal, communicated in advance. Exact terms are set out in your formal agreement.

Purchase order & payment status: Continued access to SLA services depends on a valid purchase order and up-to-date payment. Services may be suspended, with written notice, if either falls out of order — this doesn't waive fees already owed.

Communication channels

Access to OEM experts: Business hours as standard; Extended and 24/7 tiers add 2nd-shift and round-the-clock coverage respectively.

EBS hotline: A dedicated emergency breakdown line, reserved for active SLA customers and billed pay-per-use — on-site call-outs carry no separate call-out fee for SLA customers.

Ticketing system: All operational support runs through iNSIGHT Companion, giving you request tracking and full asset-specific service history.

Service level targets & credits

Every active SLA carries defined Service Level Targets (SLTs) — guaranteed average response and resolution times, covering both standard troubleshooting tickets and Emergency Breakdown Support. The exact figures are set out in your formal agreement. Higher tiers carry broader coverage hours.

If a guaranteed SLT isn't met over an agreement period, the customer may be entitled to a service level credit against the following period's SLA fee — calculated annually, applied as a credit, and capped at a defined share of the renewal fee. Full eligibility, tiering, and cap details are set out in your formal agreement.

Security & Data

Tronrud Engineering uses approved third-party IoT providers for data transmission, storage, and system integrity. The customer retains ownership of all data generated by the equipment; Tronrud Engineering uses it solely to provide the agreed services, unless required by law.

Contact information

Service & Aftermarket — service@tronrud.no
Patrick Langseth, General Manager Service and Aftermarket