Basic Support
Our basic service covers all
those general needs related to FactorySuite products, such as
licensing types, and the selection of the most appropriate product/s
to best suit your needs. Your access to our certified technical
personnel, ensures you will always receive the highest and
best-qualified service and advice available in Australia. All are
product experts with the longest and most complete association with
Wonderware that spans over 15 years experience in various fields of
automation. Our track record demonstrates a dedication and
commitment to our customer base of over 170 customers. Basic Support
also offers the following services:
E-mail and Fax Support
To help customers who do not have specific product training or
experience, you can simply send an e-mail with your technical
support request directly to
support@metquipsystems.com.au.
Web Site Support
Customers can freely visit the Technical Services section on our
local web site. From there, access is available to a variety of
Web-based services as well as direct links to Wonderware's Technical
Support web site. You can access our web site at
www.metquipsystems.com.au.
Software Maintenance Program
For end users who are
continuously mobile and adopt technology changes very rapidly, our
FactorySuite Software Maintenance program covers all Wonderware
products at a site (except Crystal Reports, Toolkits, Consignment
and FactorySuite Partner products). This program has an annual
maintenance fee calculated on a percentage of the value of
Wonderware licenses at your site. FactorySuite Software Maintenance
offers the following advantages and services:
Future Software Releases and Access to New Software Releases
For each license registered on Software Maintenance, you will
receive one copy of any new FactorySuite release when a new version
becomes available against a valid contract. You can also download
new releases of I/O servers, InControl drivers and other
FactorySuite components from the Wonderware web site.
Knowledge Base CD & Online Knowledge Base
Both are an encyclopedia of FactorySuite technical information which
includes the latest "how-to" notes, sample product applications,
demonstration videos, utilities and FactorySuite add-on extensions.
Subscribers receive our three installments of the Wonderware
Knowledge Base CD (KBCD) per year, and access to our most up-to-date
online Knowledge Base at Wonderware's web site.
Priority E-mail and Advanced Web Services
Software Maintenance subscribers receive priority e-mail support at
compsupp@metquipsystems.com.au. We guarantee to process your e-mail
message within one business day at a higher priority than any other
support e-mail. You also receive exclusive access to advanced
services on the Wonderware Technical Services web site at
www.wonderware.com/support.
Advanced Support
For customers who require immediate version upgrades when purchasing Software Maintenance for the first time, you will have access to these upgrades at a heavily discounted price. As future versions will be supplied on release, your site will have the very latest version of software within a calendar year. In addition, you are also entitled to the key-to-keyless option at a greatly reduced price in order to have your site without any legacy hardware keys.
Specialist Support and Consultancy
For customers who require application support services and specific development services, we can assist and support you on pre-developed solutions provided by others or on new development of specific applications. We can assist you in developing a comprehensive functional specification to suit your needs and offer you the best advice to select our products. No matter how complex a batch process is, or how a WIP system would fast-track your customer's order, we have been involved in all the InBatch and InTrack installations in Australia.
To learn more about our
Enterprise support services and to see if your company qualifies for
these services, contact
Metquip Systems
Sydney Melbourne Brisbane Adelaide Perth
1300 138 825.