Technical Support Services

Overview

Simplicity AI offer a range of support services which enable organisations to ensure they have minimal down-time and acheive maximum operational effectiveness. Ongoing support services are typically offered with new software or hardware solutions purchased from Simplicity AI, but can also be used to keep existing test and measurement systems up and running.

Supporting Your Engineers

We can support your engineers through an on-site visits, via telephone or email, or using remote network access software.

Remote Support

Simplicity AI can rapidly support a customers software solution by having them install a remote access application on to the target system. The remote access software requires only a standard internet connection and avoids the requirement to have a custom network or firewall configuration in order to operate. It uses standard technology provided by Teamviewer and gives the customer full control over when Simplicity AI can access their system, including the ability to witness all activity which is carried out.

Setting Service Levels

Customers can choose to either purchase an annual support agreement with a defined service level, or purchase support on an ad-hoc basis.

Support agreements can include service level information in relation to call-out response times, allocated engineering time and situations when remote or on-site support is performed. The agreement can be tailored to meet the needs of each organisation.

Web Based Service Delivery

The website Client Centre enables Simplicity AI to deliver software updates to customers and receive file uploads, via an SSL secured connection. Customers can create create support requests, and manage the licensing of their Simplicity AI products.