Futura Services: Amtech's Software Support Partner
The Amtech Software Support Desk is comprised of a group of talented in-house system analysts, accountants, and technicians available to assist Amtech customers with the Encore system. While the support experience of each team member ranges from years to decades, a majority of team members have spent time working within corrugator, sheet and folding carton plants. This background provides a unique understanding of our customers daily business needs.
Amtech Support Line - (215) 639-5878
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 signle 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.
An add-on service to our Help Desk service offering. Customer's procuring this service will receive 24/7 software coverage for critical software issues that occur and are reported outside normal business hours.
Hours of Operation:
Monday-Friday: 8:30 AM - 8:30 PM EST
Saturday: 10:00 AM - 2:00 PM (On Call)
Calls are handled with the assistance of an Automatic Call Distribution (ACD) system. This electronic phone system monitors calls, response times and resolutions to act as an on-going improvement tool in our efforts to provide superb customer service. Additionally, all calls are logged into our in-house help desk tracking system which helps us to build response scripts for repeated questions.
Amtech provides a minimum of one release of software per year. Releases include Amtech's in-house development as well as client sponsored modifications. Extensive release notes and ongoing enhancements in the documentation and on-line help tools provide a road map for clients wanting to take advantage of the software improvements. Optional on-site services are available to expedite the education process related to new release capabilities. Learn more about release upgrades here.