Support and maintenance agreement (SMA)

Our support and maintenance agreement (SMA) provides complete peace of mind

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The financial cost of unplanned downtime can be expensive and lead to additional costs to your business, such as delayed deliveries, lost sales opportunities and even lost customers.

Hexagon works in partnership with its customers for the long term. We have a support network of engineers who understand the demands of your business and can provide practical and innovative solutions, as well as recommend the most appropriate combination of software, training and services to suit your needs.

We understand it's essential to maximise productivity, which is why we offer support and maintenance agreements specifically designed with your success in mind.

Check out the full set of SMA benefits below:

  • 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.