Support

Support Desk

Monday-Friday: 8:30 AM – 5:30 PM EST

Monday-Friday On Call: 5:30 PM - 8:30 PM EST

Saturday On Call: 10:00 AM - 2:00 PM EST

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Amtech Support Services
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Optional 24 x 7 Coverage

Amtech Support

HOURS 

Monday-Friday: 8:30 AM – 5:30 PM EST

Monday-Friday On Call: 5:30 PM - 8:30 PM EST

Saturday On Call: 10:00 AM - 2:00 PM EST

24 x 7 OPTIONS

Enroll in optional 24/7 software coverage for your critical software issues that occur and are reported outside normal business hours.

Technical Support and Trouble Shooting

Help Desk

Providing technical software support services including addressing software functional questions and troubleshooting customer reported issues, resulting from reported software errors or unexpected results. 

Platinum Support Service

A "white glove" add-on service to our Help Desk service offering. A Platinum customer is assigned a single point of contact from the Support Team. The Platinum Support Representative functions as the customer's advocate by working closely with the Support and Programming teams and proactively manages the customer's issue and enhancement portfolio. 

Call and Case Tracking

Calls are routed with the assistance of our cloud based Automated Call Distribution (ACD) system. This electronic phone system measures call duration, response times and abandonment rate and acts as an on-going improvement tool in our efforts to provide superb customer service. Additionally, all cases are logged into our cloud-based customer engagement platform includes comprehensive case tracking/management, quote management for software enhancements, knowledge base, and user community forum.

Release Upgrades

Amtech provides a minimum of one release of software per year. Releases include Amtech's in-house development as well as customer sponsored modifications. Extensive release notes and ongoing enhancements in the documentation and on-line help tools provide a road map for customers wanting to take advantage of the software improvements. Optional on-site services are available to expedite the education process related to new release capabilities. 

While Amtech fully supports customers on all Imaginera and EnCore versions, only releases 3.1 and higher will continue to be fully maintained through RFEs and bug fixes.

Live Remote Assistance

Amtech's technical support desk offers screen sharing solutions to tackle any situation. Simply click your OS from the options below and download our support client.

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