After-Sales Support
COMMITTED. RELIABLE. ALWAYS ON COURSE.
Protect the performance of your HVAC&R systems on board with an after-sales program that’s built on quality, certainty, continuity and expert support. With our services we can provide Remote Support, Service Visits, Spare Parts, Tool Management and more. Wherever your vessel operates, our specialists are ready to help. We provide worldclass support with our Essential and Premium Support Program.
Essential Support Program
Defined office-hours remote support and corrective assistance, providing priority access to expert support, faster issue resolution and controlled service costs through separately quoted additional services. Intended for vessels requiring remote technical support during office hours and corrective assistance when operational issues arise.
Premium Support Program
Comprehensive proactive support, providing extended critical support availability, one annual service visit, enhanced spare parts management, improved operational readiness and reduced downtime risk. Intended for vessels requiring proactive service support, extended availability and enhanced assistance for critical operational situations.
Contact our Service Department for further information.
Overview of our Support Programs
Below is a concise comparison of the Essential and Premium support programs.
| CATEGORY | ESSENTIAL SUPPORT PROGRAM | PREMIUM SUPPORT PROGRAM |
| Operational Focus | Resolving issues when they occur | Minimizing downtime and operational risk |
| Service Type | On demand support | Proactive & predictive service |
| Priority | Priority over non-program requests | Priority over non-program requests |
| Remote Support | Unlimited during office hours (Mon–Fri, 08:00–17:00 CET) | Includes Essential + 24/7 support for critical issues (Pro/PX/HPX systems) |
| Remote Capabilities | Diagnostics, troubleshooting, parameter adjustments, guidance | Diagnostics, troubleshooting, parameter adjustments, guidance |
| Service Visits | On request (not included) | Included (1x per year, scheduled proactively) |
| Service Visits Scope | Defined per request | Full HVAC&R system health check + 3–5 year maintenance plan |
| Coverage Area | On request | Europe, Caribbean, Middle East |
| Maintenance Approach | Issue-based | Planned, pro-active maintenance |
| Spare Parts Discount | – 20% | – 24% |
| Spare Parts & Tools | On demand, based on crew input and documentation | Proactive, validated inventory and optimized spare parts strategy |
| Inventory Insight | Limited visibility | Verified and accurate overview |
| 24/7 Support Policy | Available outside office hours at applicable rates | Included for critical operational issues |
Remote Support
Remote support enables Heinen & Hopman to access and support your HVAC systems remotely, allowing for fast diagnosis, troubleshooting, and intervention without the need for immediate on-site attendance. Customers with an active service contract receive priority over non-contract requests.
This includes:
- Remote diagnostics and troubleshooting
- Remote programming and parameter adjustments (where applicable)
- Real-time guidance for crew during interventions
By leveraging remote support, issues can be resolved faster, uptime and system performance are maximized, and operational continuity is maintained. All remote support requests are formally registered as individual service cases to ensure proper tracking, follow-up, and reporting.
Time Zone & Office Hours
All remote support services are delivered based on the Amsterdam time zone (CET/CEST).
Office hours are defined as:
- Monday to Friday on working days
- 08:00 – 17:00 (Amsterdam time)
Basic
- Unlimited support during office hours on working days
- Designed for day-to-day operational assistance
- Focused on resolving issues when they occur
Premium
- Includes all Basic features
- Adds 24/7 remote support for Pro/PX/HPX systems including remote connection
- Designed for critical operations requiring reliability
- Focused on maximizing uptime and operational risk
24/7 support
Is intended for critical operational issues only. Non-critical or frequent support requests may be deprioritized or redirected to office hours.
| Priority Level | Description | Examples | Support Handling |
| P1 – Critical | System is down or there is a direct operational impact preventing normal operation | Complete HVAC-R system failure, critical alarm affecting vessel/asset operation, safety- or compliance-related operational issue | Eligible for 24/7 support |
| P2 – High | Serious issue with significant impact, but operation can continue temporarily | Reduced cooling capacity, recurring critical alarm, workaround available but operational risk is increasing | Prioritized support; 24/7 depending on operational urgency |
| P3 – Medium | Issue affects performance or efficiency but does not stop operation | Parameter adjustment, performance deviation, non-critical alarm, troubleshooting request | Handled during office hours unless escalated |
| P4 – Low | General request, administrative question, or planned support need | Documentation request, spare parts advice, planning question, training/support clarification | Handled during office hours |
Service Visit
A service visit is designed to provide a comprehensive health check of the complete HVAC-R system on board. During a service visit, Heinen & Hopman engineers assess the overall condition, performance, and configuration of the installed systems. This goes beyond immediate issues and focuses on future proof, reliability and performance.
The outcome of a service visit is a detailed service report, including:
- System condition assessment
- Identified risks and improvement areas
- Recommended maintenance actions
- A forward-looking 3–5 year maintenance plan (AI-agent generated)
This enables better planning, reduced downtime risk, and improved long-term system performance.
Essential – On request
Service visits are not included in the Basic contract.
Characteristics:
- Performed on demand
- Scope defined per request
- Suitable for specific issues or periodic checks when needed
Premium – Included & Proactive
Service visits are an integral part of the Premium contract and are scheduled proactively, with one annual visit included. Coverage is provided across Europe, the Caribbean and the Middle East.
Characteristics:
- Planned at defined intervals
- Full system health check included
- Structured reporting and long-term planning
- Supports predictive maintenance and asset management
Discount Spare Parts
With a service contract, you benefit from attractive discounts on spare parts, ensuring faster and more cost-effective maintenance. Critical components can be replaced in time, reducing downtime and keeping your systems running at peak performance.
| Essential | Premium | |
| Discount percentage | -20% | -24% |
Spare Parts & Tools Management
As part of our service offering, Heinen & Hopman ensures that the availability of critical spare parts and tools on board is aligned with the operational needs of your HVAC systems.
We establish a clear overview of the spare parts and tools currently available on board and translate this into a recommended spare parts strategy, tailored to your installation and operational profile.
Essential
Under this contract, spare parts and tools management is handled on an on-demand basis.
Approach:
- Inventory assessment is performed remotely via email and telephone
- Recommendations are provided based on available input from crew and existing documentation
- Spare parts advice is given per request or when issues arise
Characteristics:
- Dependent on provided information
- Focused on immediate needs and issue resolution
- Limited visibility on actual on-board stock accuracy
Premium
Under this contract, spare parts and tools management is approached proactively and data-driven.
Approach:
- Physical or detailed remote inventory assessment of spare parts and tools on board
- Validation of actual stock versus installed systems
- Development of a recommended spare parts list tailored to the vessel
- Continuous optimization based on system performance and operational data
Characteristics:
- Accurate and verified overview of on-board inventory
- Forward-looking spare parts strategy
- Reduced risk of downtime due to missing or incorrect parts
- Higher level of operational readiness