Services & Support Throughout the System Lifecycle
Through Prosim, Duratt systems are backed by engineering support that mirrors the service models of major OEM‑focused vendors
Pre‑sales application support
Defining load cases, test envelopes and fixturing concepts
Installation & commissioning
integration with existing lab infrastructure and simulation tools
Operator & method‑developer training
Helping teams get productive quickly
Aftersales service
Ongoing technical assistance and upgrade paths
12-month warranty and support package
ProSim Warranty (ISO-Aligned)
Each Duratt system is supplied with a 12-month warranty and support package designed to ensure compliance with Duratt quality management procedures and to support system availability, reliability, and performance. The warranty scope includes:
On-site installation, commissioning, and acceptance testing
performed by ProSim authorised engineers in accordance with approved technical documentation, installation procedures, and applicable standards
Operator and maintenance training
Delivered in line with documented training plans, covering system operation, safety requirements, routine maintenance activities, and first-line fault diagnosis
Remote access and telephone-based technical support
Providing structured fault reporting, root-cause analysis, and corrective action in accordance with Duratt service procedures
All warranty activities are delivered by ProSim in alignment with Duratt’s ISO-compliant quality management system, ensuring controlled processes, documented outcomes, and continuous improvement.
Duratt post-sales Services and SLAs
Following the expiry of the warranty period, ProSim offers post-sales support and maintenance agreements governed by defined Service Level Agreements (SLAs). These agreements are designed to support ongoing system performance, uptime, and lifecycle management.
Under an active maintenancecontract, ProSim will provide:
Preventative maintenance services
Including scheduled inspections, functional testing, calibration (where applicable), and condition-based maintenance activities
Corrective maintenance and on-site support
Across the EMEA region, with response times, resolution targets, and escalation procedures defined within the SLA
Remote diagnostic support
Enabling secure access to system data, event logs, and fault codes to support rapid fault isolation, corrective actions, and service continuity
SLAs define key performance indicators (KPIs) such as response time, mean time to repair (MTTR), system availability, and reporting requirements, ensuring transparent service delivery and measurable performance.
Lifecycle Support and Refurbishment Services
As part of ProSim’s asset lifecycle management strategy, we also offer ‘return-to-base’ refurbishment services. These services are conducted in a controlled engineering environment and include:
Detailed technical assessment and condition reporting
Refurbishment or replacement of worn or obsolete components
Software updates, reconfiguration, and verification testing
Final functional testing and quality assurance prior to return to service
Refurbishment activities are carried out in accordance with documented procedures and quality controls, enabling extended service life, sustained performance, and improved total cost of ownership (TCO).
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