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.
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When your equipment stops, your business stops.
This
Helps prevent breakdowns
Gets you fast help when something goes wrong
Gives you fixed, lower hourly rates for repairs
Lets you track what was done on your machines
It’s like having your own maintenance department, without hiring a full-time technician.
Who This Service Is For
This subscription is ideal for:
Active food manufacturers running daily or weekly production
Facilities without in-house technicians or engineers
Teams tired of panic-driven breakdowns
Businesses operating multiple machines or SKUs
Operators who value response time and clarity
Common environments:
Food processing & packaging facilities
Beverage and bottling operations
Shelf-stable and refrigerated food production
Small to mid-sized manufacturing plants
What’s Included
Technical Support Access
WhatsApp triage access for production issues
Ticketed support system for issue tracking
Defined response times (based on plan tier)
Troubleshooting & Guidance
Equipment troubleshooting guidance
Operational issue diagnosis
Use and misuse identification
Preventive Maintenance Support
Maintenance reminders and schedules
Preventive care guidance
Early failure risk identification
Commercial Benefits
Discounted technician bookings
Spare parts sourcing and guidance
Priority handling over non-members
Outcomes You Can Expect
With an active Support Desk membership, manufacturers experience:
Faster issue resolution
Reduced unplanned downtime
Less production panic
Improved equipment longevity
Predictable access to support
What This Service Is NOT
To maintain quality and protect scope, this service does not include:
Free consulting or redesign of production systems
Unlimited engineering or process optimization
Emergency repair dispatch
Regulatory 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 only
Does not include regular servicing
Does not cover wear and tear or misuse
Does not guarantee a fast response time
Can take time to “approve” or deny a claim
The YES Production Support Desk:
Focuses on preventing problems before they happen
Includes scheduled preventative maintenance visits
Gives you priority emergency response time
Helps with common real-life issues:
Incorrect cleaning
Wear and tear
Power problems
Blockages, leaks, overheating
Operator errors
Gives you fixed hourly rates, so costs are predictable
The 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 daily
Businesses that cannot afford long downtime
Teams that do not have a full-time technician on staff
Businesses that want professional eyes on their machines a few times a year
If 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/week | 12-24hrs response time + 12hrs/day or 60hrs/week | 24-48hrs 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 visits
During your scheduled visits, our technician will:
Inspect equipment for early signs of failure
Clean key parts and check for build-up
Lubricate moving parts to reduce wear-and-tear
Check and adjust controls for best performance and energy efficiency
Test the machine under real working conditions
Recommend any parts that should be replaced before they cause failure
Provide a short report so you know what was done
These visits are meant to catch small issues before they become big, expensive problems.
What’s included in every YES Subscription plan
All three plans (Silver, Gold, Platinum) include:
Emergency call-out options
48-hour emergency support options
Yearly preventative maintenance audits
Mobile (phone/WhatsApp) support & troubleshooting
Reporting and repair tracking
Equipment inspections and cleaning
Lubrication of moving parts
Adjustment of controls for performance and energy savings
Repair and replacement of defective parts (parts billed separately unless covered by warranty)
Each higher plan simply gives you:
Faster response time
More included emergency calls
More preventative audits per year
Better hourly rate
Choose the plan that matches your risk and usage
SILVER – For smaller operations or backup equipment
Best for: Lower usage equipment or businesses that can manage some delay.
Response time: 24–48 hours
Support hours: Up to 10 hours/day or 50 hours/week availability
Emergency calls included per year:
1 × 24-hour emergency call
3 × 48-hour emergency calls
Preventative audits: 2 per year
Hourly rate: Fixed at TTD $150/hr
Includes: 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 delays
Best for: Restaurants, small factories, hotels and shops with steady daily use.
Response time: 12–24 hours
Support hours: Up to 12 hours/day or 60 hours/week availability
Emergency calls included per year:
3 × 24-hour emergency calls
2 × 48-hour emergency calls
Preventative audits: 4 per year
Hourly rate: Fixed at TTD $120/hr
Includes: 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 equipment
Best 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 availability
Emergency calls included per year:
6 × 24-hour emergency calls
2 × 48-hour emergency calls
Preventative audits: 6 per year
Hourly rate: Fixed at TTD $100/hr
Includes: 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 schedule
Preventative audits are booked for the year.
Emergency contacts are confirmed (who we call first).
You get ongoing protection
Call 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
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.
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.
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.
Yes — but if you don’t subscribe:
Response may be slower
Hourly rates may be higher
There’s no scheduled maintenance to keep your equipment in top shape
So it’s riskier, less predictable, and often more expensive over time.
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.
That depends on your plan:
Silver: 2 preventive audits/year
Gold: 4 preventive audits/year
Platinum: 6 preventive audits/year
You also get mobile support and the option to call during emergencies whenever needed (see plan details).
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.
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.
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.
Canceling means:
You lose scheduled preventative maintenance visits
You lose priority emergency response
Repairs will still be done — but at standard hourly rates, with no guaranteed response time, and no routine maintenance
That leaves your equipment more vulnerable to unexpected failures and may increase long-term costs and downtime.
Why YES
YES is a food production infrastructure company — not a call center and not a help desk.
We understand:
How equipment fails in real production environments
How downtime affects small manufacturers differently
Why preventive support matters more than reactive fixes
This service exists because when production matters, help cannot be optional.
