Support that works as hard as your fleet does
AMOSTM
Support Services
Structured support, proactive Customer Success, and a committed partnership with SpecTec, built around your fleet and your operational needs.
From reactive maintenance to proactive fleet success
AMOS Support Services replaces the traditional reactive support model with a structured Customer Success programme. Your chosen tier provides a defined service framework, clear SLAs, governed support, and a proactive relationship with SpecTec.
What happens when support is not structured
- Tickets get closed. The same problems come back.
- Consultancy blends into maintenance with no clear boundary.
- Renewal comes around and nobody can say what they actually got.
- Your team is always reacting. Nobody is looking ahead.
AMOS Support Services changes that.
A proactive relationship with SpecTec, built around your fleet from day one.
What makes AMOS Support Services different?
01
A structured service framework from day one
Every tier comes with a defined service framework, clear SLA commitments, access to SpecTec’s knowledge base, and governed support with fair usage principles built in. No ambiguity, no consultancy bleed. Available across Silver, Gold, and Platinum.
02
Proactive operational engagement
From Gold upward, your Named Customer Success Manager reviews incident trends, identifies risks, and works with you to prevent issues before they surface, not just resolve them after the fact.
03
One point of accountability
Gold and Platinum customers have a Named Customer Success Manager who knows their environment, their team, and their operational priorities. Every question, every escalation, one person who owns it.
Quarterly Business Reviews
Gold and Platinum customers receive structured reviews covering SLA performance, adoption, improvements, and forward planning. The relationship stays focused on outcomes, not just tickets.
Strategic advisory at Platinum
Platinum customers receive an advisory-led AMOS roadmap, predictive analytics support, executive-level reviews, and two annual AMOS Health Checks. A long-term operational partnership, not just a helpdesk.
Choose the level of partnership that fits your fleet
Silver
Essential operational support
- Functional support during standard business hours
- Access to SpecTec’s knowledge base and standard product documentation
- Incident root cause analysis for Priority 1 and Priority 2 issues, on request
- Guidance support for standard AMOS upgrades
- Annual service review
- Email and portal support channels
The outcome:
Stability and confidence.
A structured foundation that keeps your operations running and your obligations met.
Gold
Proactive customer success partnership
- Everything included in Silver
- Named Customer Success Manager, your primary point of accountability
- Priority support queue handling, with enhanced SLA targets
- Proactive incident trend analysis and root cause reviews
- Quarterly Business Reviews covering performance, adoption, and improvements
- Adoption and usage insights to surface optimisation opportunities
- Phone support for Priority 1 and Priority 2 incidents
The outcome:
Performance and partnership.
Proactive engagement that improves adoption, reduces recurring issues, and drives measurable value.
Platinum
Managed operational success service
- Everything included in Gold
- Premium SLA targets with direct escalation paths and senior leadership involvement
- Dedicated senior Customer Success and delivery oversight
- Proactive support analytics to identify risks before they affect operations
- AMOS Health Check: 2 x annually
- Executive-level Quarterly Business Reviews
- Advisory-led AMOS roadmap and optimisation planning
- Phone support for all incident priorities
The outcome:
Predictability and strategic partnership.
A managed success service built around your fleet’s long-term operational goals.
SLA commitments and service levels
Each tier carries defined SLA targets, confirmed at contract stage and aligned to your fleet’s operational requirements. Service levels increase with each tier, from standard business-hours coverage at Silver through to premium targets with dedicated escalation at Platinum. Specific response and resolution targets are discussed and agreed as part of your service agreement.
Which tier is right for your fleet?
Silver is right for you if...
You need reliable, structured support with clear SLA coverage during business hours. Your operations are stable and you value responsive, predictable coverage. You want a credible foundation before stepping into proactive engagement.
Gold is right for you if...
- Recommended
Adoption, performance, and measurable value matter to your leadership team. You want a named person accountable for your outcomes, not just your incidents. You operate across multiple vessels or locations and need consistent, governed support.
Platinum is right for you if...
You operate a large, complex, or multi-region fleet with high AMOS dependency. You need executive governance, predictive insight, and strategic advisory. Platinum is offered by proposal for strategic customers meeting defined qualification criteria.
Pricing is aligned to fleet size and commitment term. Speak to your SpecTec representative for details.
What our customers say
AMOSTM has always been stable, reliable, and fulfilled our needs. SpecTec supports our business with initiative-taking, high ambition, and service of a very high standard.”
Excellent support provided by SpecTec leaves us truly satisfied with their service and professionalism.”
We have a long-standing relationship with SpecTec, supporting our maintenance and procurement processes. SpecTec customise their software to suit our needs. It is great to enter into a service agreement with them.”
Tell us about your fleet size, operational complexity, and support needs. We will recommend the right tier and walk you through what it looks like in practice.
Recognised by leading classification societies
Frequently asked questions
What is the difference between AMOS Support Services and the previous support model?
The previous legacy mode was entirely reactive. AMOS Support Services replaces it with a structured Customer Success framework, with defined service levels, proactive engagement, and governed delivery. From Gold upward, you have a Named Customer Success Manager, structured reviews, and an ongoing relationship focused on outcomes, not just tickets.
How do I know which tier is right for my fleet?
Start with what you need from SpecTec right now.
If you need structured, dependable coverage with clear SLAs, start with Silver. If adoption and measurable performance improvement matter to your leadership team, Gold is the right fit. If you run a large, complex, or multi-region fleet and need a strategic operational partner as much as a support provider, Platinum is built for you.
Speak to your SpecTec representative and they will confirm the right starting point.
What does a Named Customer Success Manager (CSM) actually do?
Your Named CSM is your single point of accountability at SpecTec. They know your fleet, track your support history, review incident trends proactively, and coordinate across SpecTec on your behalf. Available from Gold tier upward.
How does AMOS Support Services relate to AMOS Project Services?
Support Services covers ongoing operational support and system stability. Project Services is a separate, structured improvement programme with defined milestones and a 12 to 36 month delivery roadmap. The two are complementary. Many customers run a Gold or Platinum support agreement alongside a Project Services programme.
