Telemecanique Services: Silver and Gold Technical Support Offerings

Motion Product Support

Complete Support for Your Motion Needs

When the unexpected occurs, it’s critical to have instant access to information and support. Having this readily available assistance, particularly in the field of motion, can save you time and money. Schneider’s specialists understand the complexity of motion applications, from design layout to the commissioning and programming of axes. We offer a variety of service packages, ensuring that your individual needs are met. We believe our customers should to be able to talk to a motion specialist when they need to, not just from 9–5.

Bronze Support	The Schneider Electric Services Bronze Support Package provides you with quality support from the motion experts, specially trained on the Schneider Electric motion products used throughout your facility. Gone are the days of waiting "on hold" only to be directed to a person who is unfamiliar with your products. Bronze support ensures that your call will be directed to an engineer with knowledge of your installed motion products. This package offers one year of free motion software upgrades, within your current motion software platform, access to our private Web site and phone support. You can expect a response within 2 hours of your call to Telemecanique Services. We guarantee it. With this package you can reach us Monday through Friday from 8 a.m. to 8 p.m. EST.
Silver & Gold Support	Our Silver and Gold packages allow you to opt for support up to 24 hours per day, 7 days per week, ensuring that your enterprise is always secure and your motion needs are always met. The Silver Support package is an upgrade from the "normal business hours" support of our Bronze package. We understand that in these times, normal business hours are a thing of the past. With this in mind, we created a package offering you motion support at all hours of the day, Monday through Friday. In addition, we guarantee that your call will be answered within 30 minutes of its placement from 8 a.m. to 8 p.m. EST. After 8 p.m., we guarantee that you will get a response in one hour or less. Emergency situations can strike at anytime causing productivity and profit to suffer. For situations like these, we offer you the greatest assurance, our Gold Support Package. The Gold package provides you with motion support 24 hours per day, 7 days per week. Our guarantee is that you will have access immediately to an engineer from 8 a.m. to 8 p.m. EST, and can be ensured of a 15-minute response time after 8 p.m.
Web Support	Telemecanique Services provides you with global access through a private client Web site that can be customized to fit your needs. Simply enter your name and password, then choose the "my page" option. This allows you to customize your screen and view case histories and their resolutions that you, your company, or site has submitted. You can also track the progress of more recent cases. View up-to-the-minute industry news, manuals and documents about your Schneider products, a unique solution that is not available anywhere else!
Software Upgrades	This comprehensive package provides you with free upgrades for your subscribed software for one year. Because our goal is to provide you with the most flexible services possible, you may either download these upgrades from the Telemecanique Services Web site or receive them on CD-ROM. The following list provides the products covered under the Motion Support Program Lexium and NUM Motors Twinline and SER Motors Premium Motion Quantum Motion Legacy Motion: Legacy Controllers, Cyberline range, Gettys Motors, 3220, 3240, 410 This list is not exhaustive. For any product not covered here please contact service.sales@us.schneider-electric.com.



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