Inductive Automation is dedicated to providing all customers with high quality product support. In order to ensure that your experience with our support system is consistent and effective, we provide the following support policy.
This support policy is effective as of May 1, 2007. Inductive Automation reserves the right to alter this support policy at any time. Last updated July 24, 2007.
Support Services
The following is a description of the different types of support services that we offer.
1. Training
Training is provided by attending one or more of our training courses. These courses are provided on-line using a live web presentation service, like GoToMeeting. We find that this is the most effective way to deliver training. For a description of the courses that we offer, please see our Training Courses page at http://www.inductiveautomation.com/pricing/?id=training.
2. Technical Support
At Inductive Automation, we strive for a very high standard of software quality. However, as with any software product, issues will invariably arise. We are consistently receiving praise from our customers for our ability to respond rapidly to technical issues, and for having knowledgeable support representatives. Technical support covers a wide variety of topics dealing with our software and its interaction with other software. Some examples of topics covered by technical support are:
Database server compatibility
OPC server compatibility
Software defects
Networking issues (as they pertain to our software)
Performance problems not caused by poor project design
Script troubleshooting
Et cetera
3. Design Consultation
Sometimes questions fall outside the scope of technical support. Typically, these questions involve details highly specific to a customer’s installation. Typically, a Systems Integrator would provide this sort of design consultation, but we can provide design consultation as needed. Examples of topics covered by design consultation are:
Project design & layout
Database schema design
Report design
Component design
Performance tuning for problems caused by poor project design
Advanced scripting help
Et cetera
Support Pricing
Electronic Support (Forum and Email)
Inductive Automation is proud to offer free electronic product support (technical support and design consultation) via our online user forum (http://www.inductiveautomation.com/forum) and via email (support@inductiveautomation.com). We strive to respond to emails and forum posts within 3 hours during our normal business hours, 8:00 am - 6:00 pm Pacific Time Zone.
Telephone Support
Telephone support is available during our business ours, 8:00 am - 6:00 pm Pacific Time Zone, by calling (800) 266-7798. Our telephone support is often enhanced by the use of GoToMeeting, which lets our support representatives actually see your issue live over the Internet, reducing incident resolution times to a minimum.
I.A. TotalCare™ package
Each software purchase comes with 90 days of free telephone technical support. Telephone technical support, after the initial 90 days, is available with the purchase of our I.A. TotalCare package. Our I.A. TotalCare package includes:
Special discount upgrade pricing (see below)
Unlimited telephone technical support
One hour design consultation per CD-Key
25% off of one training course per CD-Key
Upgrade frequency guarantee: only one major version upgrade per year will be charged. Any major version upgrades within 1 year of a previous paid upgrade will be free.
I.A. TotalCare is sold per CD-Key at 19% annually of the initial purchase price as long as the package is kept in force. If reinstated after a lapse in coverage the price will be 19% of the current package pricing.
Hourly Design Consultation
Telephone design consultation is available for USD $175 / hour, charged in 15 minute intervals.
Software Updates
At Inductive Automation, we are constantly improving our software, both in features and reliability. Minor version updates are defined as a change in either of the last two version digits, e.g. 2.2.3 >> 2.2.4 or 4.3.7 >> 4.4.0. Major version updates are defined as a change in the first version digit, e.g. 2.8.3 >> 3.0.0. Updates are provided using the following pricing guide:
With I.A. TotalCare™
Without I.A. TotalCare™
Minor Version Update
free
free
Major Version Update
20% of Current Price
50% of Current Price
Extended Support
Extended support options, such as after-hours support and on-site support can be arranged as resources are available. Contact your Inductive Automation sales representative for details.
A web demo is a live 45 minute demonstration of Inductive Automation's products. The demonstration is held over GoToMeeting, a program that allows you to view the presenter's desktop. You do not need to install any software prior to the demonstration. You can have multiple people attend the demonstration.
The demonstration covers the basics of FactorySQL and FactoryPMI. You will learn how to read data from a PLC and store it into a database using FactorySQL. You will then display that data in FactoryPMI. Once the demo is completed you will have the opportunity to ask any questions that you may have. Even if you choose not to use Inductive Automation's products you will still learn something about Enterprise Integration.
To sign up click on the button below and a representative will call you to setup a time.
Free Support
Have a question? Use one of our many support options available.
