YES Production Support DESK™

YES Production Support Desk™ is a structured, subscription-based technical support service for active food manufacturers running regular production.This is not ad-hoc consulting and not emergency repair dispatch.It is predictable, priority access to guidance, troubleshooting, and maintenance support — designed to reduce downtime, prevent avoidable failures, and extend equipment lifespan.For food manufacturers across the Caribbean, the United States, and international markets, this service acts as production insurance when in-house engineering support is unavailable.. When your equipment stops, your business stops.ThisHelps prevent breakdownsGets you fast help when something goes wrongGives you fixed, lower hourly rates for repairsLets you track what was done on your machinesIt’s like having your own maintenance department, without hiring a full-time technician. Who This Service Is ForThis subscription is ideal for:Active food manufacturers running daily or weekly productionFacilities without in-house technicians or engineersTeams tired of panic-driven breakdownsBusinesses operating multiple machines or SKUsOperators who value response time and clarityCommon environments:Food processing & packaging facilitiesBeverage and bottling operationsShelf-stable and refrigerated food productionSmall to mid-sized manufacturing plants What’s IncludedTechnical Support AccessWhatsApp triage access for production issuesTicketed support system for issue trackingDefined response times (based on plan tier)Troubleshooting & GuidanceEquipment troubleshooting guidanceOperational issue diagnosisUse and misuse identificationPreventive Maintenance SupportMaintenance reminders and schedulesPreventive care guidanceEarly failure risk identificationCommercial BenefitsDiscounted technician bookingsSpare parts sourcing and guidancePriority handling over non-members Outcomes You Can ExpectWith an active Support Desk membership, manufacturers experience:Faster issue resolutionReduced unplanned downtimeLess production panicImproved equipment longevityPredictable access to support What This Service Is NOTTo maintain quality and protect scope, this service does not include:Free consulting or redesign of production systemsUnlimited engineering or process optimizationEmergency repair dispatchRegulatory or compliance consulting(Those services are available as separate packages or add-ons.) Why isn’t this just part of the warranty?Because a warranty and a maintenance plan do very different jobs.A warranty usually:Covers manufacturing defects onlyDoes not include regular servicingDoes not cover wear and tear or misuseDoes not guarantee a fast response timeCan take time to “approve” or deny a claimThe YES Production Support Desk:Focuses on preventing problems before they happenIncludes scheduled preventative maintenance visitsGives you priority emergency response timeHelps with common real-life issues:Incorrect cleaningWear and tearPower problemsBlockages, leaks, overheatingOperator errorsGives you fixed hourly rates, so costs are predictableThe warranty protects you if the machine was built wrong.The YES Production Support Desk protects you from how the machine is used every day. Who is this for?This plan is designed for:Factories, hotels, restaurants, cafes and shops that use equipment dailyBusinesses that cannot afford long downtimeTeams that do not have a full-time technician on staffBusinesses that want professional eyes on their machines a few times a yearIf your production stopping for a day would hurt you, this subscription is for you. Our subscription is split into 3 categories intended to either replace or supplement a company’s maintenance team with an industry expert at a fraction of the cost. The most important role of a technician is to prevent failures that can result in unplanned downtime and resolve any technical issues preventing production from restarting after a fault has occurred. Thus, the categories would provide various benefits with regards to emergency response time, and visits to perform preventative maintenance.Core Support (Annual)Priority Support (Annual)Critical Support (Annual)2-12hrs response time 16hrs/day or 80hrs/week12-24hrs response time 12hrs/day or 60hrs/week24-48hrs response time 10hrs/day or 50hrs/week 6 x 24hr emergency calls 3 x 24hr emergency calls 1 x 24hr emergency call 2 x 48hr emergency calls 2 x 48hr emergency calls 3 x 48hr emergency calls 6 yearly preventative audits 4 yearly preventative audits 2 yearly preventative audits Fixed rate of 100/hr Fixed rate of 120/hr Fixed rate of 150/hr Mobile Support & Troubleshooting Mobile Support & Troubleshooting Mobile Support & Troubleshooting Reporting Reporting Reporting Track Repair Progress Track Repair Progress Track Repair Progress Equipment inspection and cleaning Equipment inspection and cleaning Equipment inspection and cleaning Lubricate moving parts to reduce wear-and-tear Lubricate moving parts to reduce wear-and-tear Lubricate moving parts to reduce wear-and-tear Adjust controls for optimal performance and energy efficiency Adjust controls for optimal performance and energy efficiency Adjust controls for optimal performance and energy efficiency Repair and replace any defective equipment parts Repair and replace any defective equipment parts Repair and replace any defective equipment parts What we do during preventative maintenance visitsDuring your scheduled visits, our technician will:Inspect equipment for early signs of failureClean key parts and check for build-upLubricate moving parts to reduce wear-and-tearCheck and adjust controls for best performance and energy efficiencyTest the machine under real working conditionsRecommend any parts that should be replaced before they cause failureProvide a short report so you know what was doneThese visits are meant to catch small issues before they become big, expensive problems. What’s included in every YES Subscription planAll three plans (Silver, Gold, Platinum) include:Emergency call-out options48-hour emergency support optionsYearly preventative maintenance auditsMobile (phone/WhatsApp) support & troubleshootingReporting and repair trackingEquipment inspections and cleaningLubrication of moving partsAdjustment of controls for performance and energy savingsRepair and replacement of defective parts (parts billed separately unless covered by warranty)Each higher plan simply gives you:Faster response timeMore included emergency callsMore preventative audits per yearBetter hourly rate Choose the plan that matches your risk and usageSILVER – For smaller operations or backup equipmentBest for: Lower usage equipment or businesses that can manage some delay.Response time: 24–48 hoursSupport hours: Up to 10 hours/day or 50 hours/week availabilityEmergency calls included per year:1 × 24-hour emergency call3 × 48-hour emergency callsPreventative audits: 2 per yearHourly rate: Fixed at TTD $150/hrIncludes: mobile support, reporting, repair tracking, inspections, cleaning, lubrication, control adjustments, repair/replace of defective parts.Use this when:You want professional support and basic protection, but your business can tolerate a little waiting if something breaks. GOLD – For busy businesses that can’t afford long delaysBest for: Restaurants, small factories, hotels and shops with steady daily use.Response time: 12–24 hoursSupport hours: Up to 12 hours/day or 60 hours/week availabilityEmergency calls included per year:3 × 24-hour emergency calls2 × 48-hour emergency callsPreventative audits: 4 per yearHourly rate: Fixed at TTD $120/hrIncludes: mobile support, reporting, repair tracking, inspections, cleaning, lubrication, control adjustments, repair/replace of defective parts.Use this when:You need faster help and more visits to keep your main equipment running smoothly. PLATINUM – For critical, high-dependency equipmentBest for: Plants, hotels or chains where downtime is extremely expensive.Response time: 2–12 hours (highest priority)Support hours: Up to 16 hours/day or 80 hours/week availabilityEmergency calls included per year:6 × 24-hour emergency calls2 × 48-hour emergency callsPreventative audits: 6 per yearHourly rate: Fixed at TTD $100/hrIncludes: mobile support, reporting, repair tracking, inspections, cleaning, lubrication, control adjustments, repair/replace of defective parts.Use this when:You want us on-call like an in-house technician, and you can’t afford to be down. How it works (step-by-step)Choose your plan (Silver, Gold or Platinum) and complete checkout.We set up your schedulePreventative audits are booked for the year.Emergency contacts are confirmed (who we call first).You get ongoing protectionCall or message us when there is a problem.We respond within the times listed for your plan.We keep records so you can track what was done on each machine. TOP 10 FAQ ABOUT YES SUBSCRIPTION PLAN Isn’t this just a warranty? Shouldn’t it be free if the machine is under warranty?No. A warranty only covers manufacturing defects — things that were faulty when the machine was built.Most shutdowns are caused by wear & tear, operator error, environmental issues, or lack of maintenance — none of which a warranty covers. The YES Subscription protects against those real-world causes, and includes regular upkeep and fast emergency support. What exactly do I get with a subscription?You get scheduled preventative maintenance visits, priority emergency response, mobile support for troubleshooting, equipment inspections, cleaning, lubrication, control adjustments for efficiency, and fixed (and lower) hourly rates when repairs are needed. What if nothing ever goes wrong am I wasting money?Not at all. Preventative maintenance catches small issues before they turn into failures. Skipping maintenance often means small faults grow until they cause a breakdown — which costs more in repairs and lost production than the subscription. Can I just call you when something breaks instead of subscribing?Yes — but if you don’t subscribe:Response may be slowerHourly rates may be higherThere’s no scheduled maintenance to keep your equipment in top shapeSo it’s riskier, less predictable, and often more expensive over time. What if my equipment is brand-new and still under manufacturer warranty?Even new equipment needs routine maintenance: cleaning, lubrication, calibration, checking settings. Warranty may cover defects — but it won’t help with operator mistakes, wear from use, or power / environment-related problems. The subscription ensures the machine stays reliable from day one. How often will you inspect or service our machines under the subscription?That depends on your plan:Silver: 2 preventive audits/yearGold: 4 preventive audits/yearPlatinum: 6 preventive audits/yearYou also get mobile support and the option to call during emergencies whenever needed (see plan details). What counts as an emergency? Will you come even if it's after hours or on weekends?Yes — depending on your plan. Every tier offers emergency support, and higher tiers come with faster response times and more included emergency call-outs. For critical operations, we treat downtime as high priority. Are replacement parts included in the subscription?The subscription covers technician visits, maintenance, diagnostics, labor, and priority response. Replacement parts are billed separately — unless they’re covered under the original manufacturer’s warranty. Can I upgrade or downgrade my plan later if our needs change?Absolutely. If your production increases and you need more coverage, you can upgrade (e.g., from Silver → Gold). If you scale down, you can also downgrade. The subscription is designed to scale with your business needs. What happens if I cancel the subscription?Canceling means:You lose scheduled preventative maintenance visitsYou lose priority emergency responseRepairs will still be done — but at standard hourly rates, with no guaranteed response time, and no routine maintenanceThat leaves your equipment more vulnerable to unexpected failures and may increase long-term costs and downtime. Why YESYES is a food production infrastructure company — not a call center and not a help desk.We understand:How equipment fails in real production environmentsHow downtime affects small manufacturers differentlyWhy preventive support matters more than reactive fixesThis service exists because when production matters, help cannot be optional.