Endress+Hauser serves customers by adding Premium tier to Smart Support

Endress+Hauser Canada has added a Premium tier to its Smart Support program with additional remote support features and an even faster response time when help is requested.

A leading national manufacturer of test and measurement instrumentation, Endress+Hauser Canada Ltd. has recently enhanced its technical-support services by adding a Premium tier to its Smart Support program. This adds additional remote support features to the program, plus an even quicker response time, whenever customers require assistance with their products.

This Premium tier is a boon to businesses that need more vendor support than other customers do, due to the size or complexity of their operations.

Free, unlimited 24/7 access

Smart Support offers remote technical support for all Endress+Hauser products, including free, unlimited 24/7 access to the organization’s extensive knowledge database, which contains more than 16,000 articles for improving user skills or self-correcting specific issues. The program’s three tiers (Basic, Plus, and Premium) are distinguished by their respective levels of active remote support offered and the standard response times.

With the new Premium tier, customers can get phone or e-mail support from an Endress+Hauser specialist with an initial response within two hours of the request being filed, seven days a week – as opposed to within four hours for a response with the Plus tier, seven days a week. It is also an advantage over the Basic waiting time of 48 hours on weekdays. Premium clients also receive up to six remote device-commissioning support instances a year, as opposed to two for Plus. Among the other Premium advantages are remote training prescribed by Endress+Hauser and a 25 per cent discount on field-service troubleshooting visits.

Endress+Hauser’s website includes a support portal with the ability for customers to log in and open a support case easily, then monitor its status and history; the online feature has the same response time and priority as a phone request and resolves issues by working with a support expert through a live feed. The Smart Support database incudes articles on diagnostics and troubleshooting, as well as product and application knowledge like service operations. It is as easy as logging in, describing the issue, and accessing the database for an appropriate solution.

Smart Support helps customers optimize performance, minimize downtime, and reduce maintenance.

For more information, contact Endress+Hauser.

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