Online & Phone Support - TechConnectSM Support

With TechConnect Support, your site has unlimited, real-time access to our global network of technical support engineers and resources. Whether you need help installing, configuring and maintaining equipment and software, obtaining software updates, diagnosing and fixing operating problems, or performing basic programming tasks, we deliver the tools and answers you need to get and keep your operation up and running.

  • Simplify technical support management: one agreement per site or enterprise (multiple sites), coverage based on product families (not individual products), easily change coverage during agreement term.
  • Reduce downtime, improve productivity, and reduce time to market by obtaining the technical information you need when you need it.

Eric Heide         

Nelson's Software Specialist

eheide@nelson-electric.com      262.504.3656

Contact Eric Heide to discuss your particular needs.  Eric will help you determine which program best suits you based on your past support agreements and requirements.

ATC Overview

 

  Self-Assist Support Product Support System Support Application Support
Downloadable Software Updates Yes Yes Yes Yes
Knowledgebase Access Yes Yes Yes Yes
Submit a Question Yes Yes Yes Yes
User Forums Yes Yes Yes Yes
On-Line Service Ticket Management Yes Yes Yes Yes
Knowledgebase and Manuals on DVD Yes Yes Yes Yes
Real Time Engineering Phone Support   Yes Yes Yes
Live Chat   Yes Yes Yes
Remote Desktop Capability   Yes Yes Yes
Software Media Shipments   Yes Yes Yes
Access to System Level Engineers     Yes Yes
Dedicated Ticket Owner and Follow-Up     Yes Yes
Monthly Genius Webinars     Yes Yes
Site Visit to Gather Documentation       Yes
Technical Account Management       Yes
Scheduled Consulting Time       Yes
24x7 Upgrade (optional)   Yes Yes Yes