24/7 Support
Controller Series Software offers round-the-clock support services, available 24/7 to cater to your needs. Our skilled technicians can remotely access your site through the internet, enabling them to deliver efficient diagnostics and training seamlessly.
Immediate assistance is available from 7:00 AM to 5:00 PM PT. Outside these hours, we implement call forwarding to our support technicians, who are equipped with cell phones to guarantee a response within 10 minutes for any emergency issues.
Software Support Features
- Our support service program includes toll-free access, no-charge callback and updates to the software. We believe that keeping all our customers on the latest release is in everyone’s best interest and our customers seem to agree.
- Our training programs include screenshare training, hands-on practice on a testing account, online consulting and online manual. We believe in explaining and training in a way that everyone can easily follow. We can also forward you a video of our training session so that others can watch at a later date.
- Our support technicians have years of experience diagnosing hardware issues and recommending solutions. While it’s still recommended that customers have access to a local hardware technician, most hardware related issues can be resolved over the phone under our direction.
- All inbound support calls are logged and numbered by our Service Writers and scheduled for prompt attention. Our support logging system has been developed over a number of years and allows for careful monitoring by both our customers and our senior staff to ensure the highest possible level of service.
- Mainframe has years of experience providing remote support. Many of the Controller Series Software users have never required a Mainframe Associates technician at their site. That’s a HUGE savings to the customer. Our technicians can walk you or your local technician through just about anything!