Services & Support
Our Commitment: Availability, Responsiveness and Operational Excellence
Parking and access infrastructure only creates value when it runs without interruption. A barrier that jams at seven in the morning, a payment kiosk offline on market day or an ANPR camera drifting out of calibration all translate directly into lost revenue and frustrated users.
That is why Mentis Services treats support as part of the product rather than an added service. Our teams stay with you from commissioning through day-to-day operation, with contractual commitments on availability and response times, and engineers who know your site rather than a generic call centre.
SLA & Support
Contractual commitments, measured and reported — not best-effort promises.
High Availability >99.5%
Redundant servers, replicated databases and monitored network links keep the platform above 99.5% measured availability. Field equipment keeps operating autonomously if the link to the cloud is cut, so vehicles keep moving.
Critical Incident Response <24h
A blocked entry lane or an unusable payment terminal is treated as critical. Our engineers take charge within 24 hours, most often remotely and within the hour, with an on-site visit scheduled when the fault is mechanical.
Continuous Monitoring
Every barrier, camera, kiosk and display reports its own health. An anomaly raises an alert before users notice it: a camera whose read rate is slipping is corrected before it starts rejecting valid plates.
Preventive Maintenance
Scheduled visits cover mechanical wear, lens cleaning and alignment, firmware updates and safety checks. Most failures announce themselves; planned maintenance deals with them while they are still cheap.
24/7 Support (Optional)
For sites operating outside office hours — hospitals, airports, logistics platforms — support can be extended to round-the-clock coverage by telephone, email or the customer portal.
Control Room Operations
Remote operators watching your sites, assisting your users and handling incidents in real time.
- Live assistance for drivers at barriers and kiosks, by intercom or telephone
- Continuous supervision of every connected device, with remote diagnosis and reset
- Coverage available around the clock, including nights, weekends and public holidays
- Operators working in French, Dutch and English
Support Across the Whole Life of Your Installation
A parking or access system is not delivered once and then forgotten. It is commissioned, tuned against real traffic, extended as the site evolves, and maintained against wear and weather. We are involved at each of those stages.
Deployment and Commissioning
Getting the installation right before it opens to the public.
Site survey and design
We survey traffic flows, sight lines and civil engineering constraints before specifying equipment. Camera positioning and barrier placement determine the read rate far more than the hardware datasheet does.
Installation and calibration
Our teams install, wire and calibrate on site, then tune plate recognition on real vehicles under real lighting conditions until the agreed read rate is reached.
Training and handover
Your operators are trained on the supervision portal, tariff configuration and daily procedures, with written documentation in the language of the site.
Day-to-Day Operation
Keeping the system aligned with how your site actually runs.
Configuration changes
Tariffs, access rights, opening hours and subscriber lists change constantly. You manage them yourself from the portal, and we take over whenever a change is complex or time-critical.
Reporting and optimisation
Periodic reviews of occupancy, revenue and incident data show where capacity is being wasted and where pricing or signage would benefit from adjustment.
Evolution and extension
Adding a lane, a site or a payment method should not mean changing platform. New equipment joins the existing supervision without interruption.