How support works
1. Remote monitoring (always on)
Every ModMBR is SCADA-integrated. We see the same data your operator sees: flow, pressure, oxygen, membrane permeability, alarms. If something starts to drift before it becomes a problem, we know.
2. Scheduled maintenance
On the standard service contract — or included free under the MaaS service agreement — a Utico technician visits on a defined schedule. Tasks include membrane cleaning, blower service, sensor calibration, and compliance sampling.
3. Membrane replacement
Membranes are designed for 5–7 years of service. Replacement is scheduled in advance — no emergency calls. Under MaaS this is included in your monthly fee; on outright-purchase contracts it is a planned capex line.
4. Reactive call-out
For alarms or breakdowns, we respond within agreed SLA windows (varies by contract). Most issues are resolved remotely; on-site visits are dispatched from Somerset West.
5. Compliance reporting
We produce an annual report comparing your effluent test results against the DWS / municipal limits applicable to your discharge or reuse permit. Useful for Environmental Authorisation files, export audits, and renewals.
What's included by ownership model
| Item | Outright purchase | MaaS |
|---|---|---|
| Remote monitoring | Included (year 1), then on contract | Included for life of agreement |
| Scheduled maintenance | Service contract (recommended) | Included |
| Membrane replacement | Planned capex (~5 years) | Included |
| Reactive call-out | On contract, with SLA | Included with SLA |
| Compliance reporting | Optional add-on | Included |
FAQs
How quickly can you respond to an alarm?
Critical alarms are flagged in real time via SCADA. Standard SLA is same-business-day for high-priority alarms; agreed in writing in your support contract.
What happens if a membrane fails early?
Under warranty — replaced at no cost. Under MaaS — replaced at no cost, included in the monthly fee. Out of warranty on a purchase contract — quoted at the time.
Do you train our operator?
Yes. Every installation includes operator training and a written run-book. We can also retrain new staff at any time on a callout basis.
Can we monitor the system ourselves?
Yes. The SCADA dashboard is accessible via secure web login — view from a phone, tablet, or office PC.
What if a part fails out of hours?
Critical spares are kept in Somerset West. Most parts can be on site the next business day in Western Cape, within 2–3 days elsewhere in South Africa.
Contact support
info@modmbr.co.za | +27 83 276 2174
Office hours: Monday–Friday, 08:00–17:00 SAST. After-hours SLA per support contract.
Contact form for new enquiries and site assessments.