Every EDAS installation begins with a three-day crash course tailored to the customer’s specific system. This training covers everything from offline programming to hands-on, on-site operation. The goal is clear: empower users to understand both the software and their unique setup. Our application engineers are present during this period, offering direct operational support and answering initial questions as they arise.
Each customer is paired with a dedicated application engineer for one to two months. This ensures that the support remains consistent and personalized. The engineer is already familiar with the project and system specifics, removing the need for repeated explanations and enabling faster troubleshooting and guidance.
When something goes wrong, the urgency determines the response. For inline systems, we react immediately and head to the site without delay. For atline setups, the first step is a support call. If remote assistance is not sufficient, we dispatch an engineer immediately. Minor issues that don’t impact production are generally handled remotely, ensuring that resources are used efficiently.
We categorize issues into three levels to prioritize support effectively:
Complete unavailability of the system or it blocks other systems.
The system is blocked but does not affect others.
Minor disturbances that don't interrupt operations.
This structure allows us to react with the right level of urgency and resources for every situation.
No two EDAS installations are alike. That’s why we assign contact engineers who are experts in each specific application. This approach minimizes downtime and ensures support is always relevant. These engineers understand the intricacies of your setup, allowing them to provide fast, accurate, and contextual help.
Even after EDAS is up and running, support doesn’t end. Customers benefit from direct phone or written support with short response times. Whether it's follow-up questions from training, programming guidance, or clarification on features, our experts remain available. This ensures your team continues to grow in autonomy while always having a safety net.
We keep our customers informed and equipped with the latest improvements in EDAS. Ongoing support includes help with software and firmware updates, ensuring systems stay current and capable. Our training also includes insights into underused features, helping customers maximize their system’s potential.
Support isn’t just a service, it’s part of what makes us a trusted partner. We stick to our commitments, maintain fast response times, and welcome change. Whether it's a feature request or an urgent fix, our customers know that we deliver. This dependability is core to our reputation in automation and quality control.
