Drives Priority Support

Transcription

1 Drives Priority Support High-value support to help keep your facility running at its best. schneider-electric.us

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3 schneider-electric.us 3 Priority Support Programs overview The Drives Product Support Group offers multilevel support services to our customers. This formalized structure of support is designed to help you optimize your investment in AC drives and soft starters by providing the right level of technical expertise for your missioncritical applications. Support agreements are available to purchase based on the type of requirements you have in your facility. Service Basic Advanced Premier 8 a.m. 5 p.m., Monday Friday local time* First-in, first-out management of your inquiry call back support 8 a.m. 5 p.m., Monday Friday local time* Priority Support (1 Hour Response Time**) 4 24/7/365 phone support* (30-minute response time**) 4 Direct access support L1 support Direct access support L2 support 4 4 Basic web/ /chat support Enhanced web/ /chat support 4 4 Holiday assistance 4 4 Feature details L1 support is our level 1 service, which provides basic troubleshooting answers to questions about current products that can be resolved in 15 minutes or less. Basic web/ /chat support is provided by our public website and assistance will continue with L1 support. Basic includes chat, requests for basic startup programming and troubleshooting, and online support requests. L2 support is our level 2 service for both legacy and current product assistance, in-depth troubleshooting, solutions for product-related issues, and escalations to Expert Support. Enhanced web/ /chat support is in addition to Basic Support. Customers have access to a self-service support portal. *Technical support is provided in English only. **Response times are business hours after initial call. Excludes holidays and weekends.

4 4 schneider-electric.us What technical support should be At Schneider Electric, we believe technical support should go beyond basic troubleshooting. We know that continued optimization and maintenance extends the life of your system and ensures it s working efficiently and effectively. Our number one priority is to help you protect your investment and get the most out of it. The power of choice Choose from a variety of service levels based on your needs and budget, and add-on optional services, such as on-site maintenance or 24/7 support, when you need them. No matter what level you choose, our support services are always best in class. Basic Support We stand behind our products. If you have the time and knowledge to do it yourself, then we re happy to assist with basic troubleshooting on current products and answers to frequently asked questions at no extra cost. Advanced Support Sign up for Advanced Support and benefit from the expertise of our specialized engineers. You will benefit from L1 and L2 direct access support from 8 a.m. 5 p.m., Monday Friday (excluding holidays), with a 1-hour response time in your local time. Premier Support If your facility needs access to around-the-clock support for your solid state motor control from our AC Drive or Soft Starter line of products, you can choose Premier support and partner with specialized engineers to help drive improved system performance, increase utilization, and reduce total cost of ownership. This level is an extension to Advanced Support and also includes 24/7/365 technical support and holiday assistance with 30-minute response times. Add-on optional services Enterprise agreements for multiple sites On-site preventive maintenance On-site technical support Our support programs have you covered.

5 schneider-electric.us 5 Dedicated to improving your productivity Cases A state-of-the-art contract management system allows technical support engineers and field service specialists to view your up-to-the-minute support case history. The system s call-handling capabilities quickly route customer calls to product specialists, reducing wait time. Our expert support staff utilizes a fully equipped lab to replicate and solve your complex problems. Priority support response times Response times and resolution times have been improved to meet our customer needs. This means your issues are dealt with in a timely manner, minimizing any disruption to your business. Support level Basic Advanced Premier Response times First-in, first-out; no prioritization 1 hour max 30 minutes max Call us, we re here to help. When the unexpected occurs, it s critical to have instant access to information and support. Having readily available assistance can save your organization time and money. Priority support programs provide quality phone support from experts specially trained on the Schneider Electric TM AC Drive and Soft Starter products you use to run your business. Advanced and Premier Support programs also provide access to an exclusive, members-only website that you can customize to put the right information at your fingertips when you need it.

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7 schneider-electric.us 7 Online support and customer communication New! Live chat Customers can access the new live chat feature through the website (eclipse.modicon.com). Advanced and Premier accounts are required to log in to gain L2 support access. Live chat enables our customers to connect and chat online with automation support engineers for quick answers to technical questions, troubleshooting, and issue resolution. Support portal This online case management tool allows customers to submit, track, and access companywide case histories in one place. eservice offerings support Live chat Online help Customer satisfaction Support portal Online library Product updates and announcements Customer service is our Drives Product Support Center s primary function. In order to provide you with the best services, the Drives Product Support Center performs regular surveys to gain valuable customer feedback on our support services. What our customers are saying: The tech that I was talking to was very knowledgeable, and he knew exactly what I was looking for, really before I even described my problem. Town of Gilbert Every time I call, the person that I am dealing with is very experienced, and they typically answer my question in that one response. I don t have to call back, I don t have to continue on with it. City of Phoenix Good support keeps systems working. Great support makes your business better and your life easier. The continuing support program from Schneider Electric does just that. We ve taken the guesswork out of who to contact, tracking renewal dates, and managing product part numbers while reducing your overall cost. Contact Us! Contact your local Schneider Electric distributor or sales office to place an order. For more information regarding adding this service or to renew your existing priority support contract, please call and select option #3. For technical support, please select option #1.

8 Schneider Electric USA, Inc. Boston ONE Campus 800 Federal Street Andover, MA August Schneider Electric. All Rights Reserved. Schneider Electric Life Is On is a trademark and the property of Schneider Electric SE, its subsidiaries, and affiliated companies _US_A This document has been printed on recycled paper