Autonetics Support Policy
We are dedicated to providing our customers with superior product support. In order to ensure that your experience with our support system is consistent and effective, we provide the following support policy. Updated as of August 26, 2011.
Each purchase comes with 30 days of free technical support. Technical support, after the initial 30 days, is available with the acquisition of Autonetics Master Service Agreement (M.S.A.).
At Autonetics Automation, we strive for a very high standard of quality. However, as with any product, issues will invariably arise. We are consistently receiving praise from our customers for our ability to respond rapidly to technical issues and for having knowledgeable support representatives. Technical support covers a wide variety of topics dealing with our product and its interaction with other software and hardware.
Technical Phone Support
Our telephone support is often enhanced by the use of Web Meetings, which lets our support representatives actually see your issue and conference over the Internet, reducing incident resolution times. After hours support is available with our (M.S.A.) program. When calling after hours, clients will be given the option to be redirected to the emergency support line.
Autonetics Automation provides remote application service. This service takes remote control of the digital IO platform in your plant running our interface software package for troubleshooting operator and interface issues. The secure connection is made with your existing service where applicable. This cost effective support package allows immediate access to our control, saving time and travel expense.
Autonetics provides project design consultation as needed. Our experienced project specialist will work with your IT, engineering, maintenance, and production management groups to create the additional functionality needed.
Our services include:
- 3-D design for new applications
- Integration with added databases and controls in your facility
- Overall software system design consultation
- Operator interface, database, data export development
- Custom hardware prototype design
- Motion control and kinematic simulation
If a service issue cannot be resolved remotely Autonetics will make available qualified technical assistance on-site rapidly. Our service personnel are ready to dispatch within 24 hours through our emergency response line. Autonetics also offers options for embedded technical support to meet specific needs.
Per-incident repairs are unpredictable and can be extremely costly in the long run. Autonetics (M.S.A.) provides the peace of mind that comes from knowing the health of your technology is in the most capable hands. On-site services can be arranged within 24 hours for most locations in the continental United States through our emergency support line.
Reduce your service lead times by pre-purchasing, avoiding request for additional approvals and processing purchase orders.