> > Support Options
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Support Options
Our operations are based on a 'Customer Intimate Model' where the core
value is providing a level of service unequalled in our industry. Our
commitment to providing exceptional personalized service has been key to
the success of MatrikonOPC.
Basic Driver Support
The MatrikonOPC Support group provides a variety of services to support your
Matrikon product installation, including issue investigation, workarounds and
resolutions, product upgrades, and installation assistance.
The Customer Support Center is also your primary point of contact for information
about current product releases, product compatibility, restrictions, enhancements,
and fixes.
Extended Support
In addition to our regular support services, we also provide extended support
options to meet your specific needs, including:
24/7 Critical Support
Priority queuing of support incidents
On-site support for installation, configuration and troubleshooting
Webex installation and configuration of products
How to Contact Us
Online Support: please click here
North America
Telephone +1-780-945-4011
8:00AM - 5:00PM MST (GMT-7 hours)
Monday to Friday
Australia & Asia
Telephone +61 2 4908 2198
9:00AM to 5:00PM Australian EST (GMT +10 hours)
Monday to Friday
Europe
Telephone +49 (0)221 969 77-34
9:00AM to 5:00PM CET (UTC +1 hours)
Monday to Friday
Driver Support Holiday Hours and Emergency Support
MatrikonOPC Support is closed on the following holidays. All hours are Mountain
Standard Time (GMT-7):
Victoria Day (Fourth Monday in May) - closed
Civic Holiday (First Monday in August ) - closed
Labour Day (First Monday in September ) - closed
Thanksgiving Day (Second Monday in October ) - closed
Good Friday (Friday before Easter Sunday) - closed
Christmas/New Year Break (December 24th till January 1st inclusive) - closed
Emergency Support
On any of the days where our support offices are closed (listed above), you can
still obtain emergency support for critical issues. All costs for this service
are in US dollars.
During normal local business hours (8:00-5:00 MST, GMT-7) the cost
is US $125/hr, with a minimum charge of 4 hours per incident ($500).
Before or after local business hours, the cost is $250/hr USF for the
first 4 hours, with a minimum charge of 4 hours per incident ($1000), and
US $125/hr for any additional hours after the first four.
Payment Methods: Visa, American Express, MasterCard. Valid card number must
be supplied to initiate a support incident.
Emergency Contact Numbers:
+1-780-231-9480
+1-780-233-0196
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