Customer
Support
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Innovative Automation is committed to providing quality customer service to maximize user productivity and system up time. To protect your investment, we offer personal service that includes support via telephone, e-mail and computer remote access over the Internet. Our experienced, friendly staff is dedicated to customer satisfaction for all of our products and services. |
We pride ourselves in offering a variety of software support services to maintain total customer satisfaction for the life of our products. We recognize the importance of ensuring that each of our customers experience the full benefits of their system, starting with the important first year of operation. Following the initial year of usage, we offer a choice of Software Support Plans in a continued commitment to satisfy your needs.
All of our Warranty and Software Support contracts include software product upgrades. In addition, problem reports and enhancement suggestions by our customers are maintained in a prioritized database and are evaluated prior to each software release. At Innovative Automation, we value customer input!
First Year Warranty Plan
- All new software installations include our First Year Warranty and support policy. This plan provides complimentary telephone, e-mail and remote access software support during normal business hours.
- Within the application warranty period, all standard software releases and upgrades are provided without charge.
- Software escrow accounts are available for both standard and custom tailored software implementations.
Annual Software Support Plan
- The Annual Software Support Plan is renewable on an annual basis after the initial warranty period.
- The annual plan includes one year of telephone, e-mail and remote access software support during normal business hours, plus all standard remotely installed software upgrades released within the contract period.
- Customers with Annual Software Support Plans are entitled to special benefits including priority consideration for software enhancements and discounted rates for services such as custom enhancements, and extended hours support.
Incident-based Support Plan
- As an alternative to our standard Annual Software Support Plan, customers may elect to make payments for remote support on as-need basis.
- Plan subscribers are charged on an hourly basis for software support.
- Incident-based support includes similar benefits to annual plans, including standard software releases, prioritized database logging, and software escrow accounts.
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