Konecranes SLA guarantees 24/7 response to critical issues at automated RWG terminal in Netherlands

Situated in the largest seaport and industrial complex in Europe, RWG is a key player in regional logistics. Rotterdam World Gateway (RWG) operates the world’s most advanced container terminal. RWG serves as the preferred hub for global container logistics, supporting leading international shipping lines. With a high degree of automation and fully digitized processes, RWG leads the industry in safety, sustainability, and operational excellence. RWG is renowned for delivering unmatched efficiency and reliability.Therefore, to ensure maximum reliability, they decided to apply a Konecranes SLA to their extensive fleet of Konecranes Gottwald container handling equipment.

A Konecranes SLA is recommended for automated Konecranes port equipment as system maintenance requires deep and specialized original equipment manufacturer (OEM) knowledge. Tailored to each customer’s operational model and local regulations, the agreement defines the scope of service delivery from a team of dedicated Konecranes automation engineers. It includes guaranteed availability and response times for the provision of software solutions for operational impact issues.

Enhancing the benefits of automation

An SLA reduces the uncertainty of what happens if there is a software fault because it specifies a clear course of action. Problem resolution is fast because no travel is required – the Konecranes expert team works through a remote connection with local RWG technicians already on-site. It also formalizes the communication process, ensuring that both Konecranes and RWG have a clear picture of the overall situation, regardless of who is working on it. Regular software updates maintain performance, ease of use and data security.

“A fully automated terminal is a demanding and complex environment so well integrated that even a small software issue can cause critical downtime. Our own team really knows this equipment well and can deal with most day-to-day technical issues. But the Konecranes SLA ensures that if something requires their highly specialist knowledge, they will help us get everything back to normal quickly,” says Edwin, contact person from RWG. “The SLA is also in line with our sustainability goals. Minimizing travel for software maintenance lowers our carbon footprint, and the latest updates continue to develop the energy efficiency of our automated equipment.”

The SLA agreed with RWG includes access to Konecranes’ 24/7 Service Desk, at which they can report incidents at four levels of priority. For critical (P1) incidents which have shut down operations, RWG can call a telephone support.

Konecranes is a global leader in material handling solutions, serving a broad range of customers across multiple industries. We consistently set the industry benchmark, from everyday improvements to the breakthroughs at moments that matter most, because we know we can always find a safer, more productive and sustainable way. That’s why, with around 16,700 professionals in over 50 countries, Konecranes is trusted every day to lift, handle and move what the world needs. In 2024, Group sales totaled EUR 4.2 billion. Konecranes shares are listed on the Nasdaq Helsinki (symbol: KCR).