サポートと保守契約(SMA)

サポートと保守(SMA)で安心のサポート体制

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The team are ready to help.

計画外のダウンタイムがもたらす経済的コストは高額で、納品の遅れ、販売機会の損失、さらには顧客の喪失など、ビジネスにおける追加コストにつながる可能性があります。

Hexagonは、お客様との長期的なパートナーシップを築いています。当社は、お客様のビジネスの要求を理解し、実用的で革新的なソリューションを提供するエンジニアのサポートネットワークを持っており、お客様のニーズに合わせて、ソフトウェア、トレーニング、サービスの最適な組み合わせを提案することができます。

生産性を最大限に高めることが重要であることを理解し、お客様の成功を念頭に置いたサポートと保守契約を提供しています。

SMA特典の全容は下記よりご確認ください:

  • Technical support

    1. The customer portal

    A highly efficient tool for contacting our experienced and knowledgeable Technical Support Team. It shows the status of current and previous cases and gives access to a comprehensive knowledge base.

    2. eSupport

    Enables our Technical Support Team to view detailed information via email relating to your queries, for a rapid and accurate response.

    3. Telephone support

    Provides direct telephone contact to the Technical Support Team, for resolution of more involved issues.

    4. Web rescue

    A direct PC to PC service allowing our Technical Support Team to resolve your issues.

    5. Expert on site

    Where required, we can send a Support Engineer to your site, ensuring a speedy resolution to your issue (Additional costs may be incurred).

  • Product enquiry

    6. Software updates

    Receive annual software updates giving you the latest functionality and ensuring maximum productivity and efficiency.

    7. Bug fixes

    Through the Customer Portal, you will be able to log and monitor any software bug and receive hot fixes.

    8. Enhancement requests

    Provide your valuable input into the modification and enhancement of existing product features and see them delivered through your software updates.

  • Additional benefits

    9. Licence protection

    Ensures replacement of your Dongle or Software Licence in the event of theft, accidental damage or fire.

    10. Support charter

    Our Production Software team have a support charter that fully documents the support process and defines the standards we set ourselves and provides you with information that will help you get the best from the technical support service that we offer. Reference to the Support Charter can be found on the Customer Portal.