RWG secures Konecranes’ automation support
Rotterdam World Gateway (RWG) has inked a tailored software service level agreement (SLA) with Konecranes for its 50 Konecranes Gottwald automated stacking cranes and 84 automated guided vehicles.
The SLA provides continuous technical support to resolve software issues and maintain operational continuity at one of Europe’s most crucial logistics hubs.
“A fully automated terminal is so well integrated that even a small software issue can cause downtime,” said Edwin, RWG’s contact person.
“The Konecranes SLA ensures we get rapid support when we need their specialised knowledge. It’s also aligned with our sustainability goals – remote support helps reduce our carbon footprint.”
The agreement includes guaranteed response times from Konecranes’ 24/7 Service Desk, with top-priority (P1) incidents receiving support in under 30 minutes. Issues rated P2 through P4 are addressed within one to five days, depending on severity.
The SLA also includes regular software updates to ensure optimal system performance and data security.
“Automation improves port efficiency, but no system is flawless,” said Olli-Pekka Nieminen, remote services manager at Konecranes.
“Our SLA ensures RWG receives the expert OEM support needed to keep their terminal safe, eco-efficient and productive.”
The SLA minimises disruption by enabling remote diagnostics and collaboration with on-site RWG technicians, allowing rapid resolution without requiring travel. In high-priority cases, temporary fixes are deployed swiftly while permanent solutions are developed.
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