What is the Presagis vision for support of its customers?

Presagis Product Support is based on an ongoing commitment to our customers as well as industry best practices that are developed from our years of experience working with leading organizations. Our key focus is unified Product Support service offerings that cover all Presagis product lines.

Presagis also believes it is critical to establish a strong internal infrastructure that can empower the Product Support team to rapidly respond to our customers.  Product Support technicians, acting on behalf of our customer, have access to the full breadth of company expertise, including Product Development, Technical Services, and other teams required to ensure the timely resolution of cases.  These teams work closely together on a daily basis on behalf of our customers.

How can customers access Presagis support?

Currently, customers can communicate with Presagis support through product-specific email or telephone.  Email is best for sharing technical information and data specific to each support case, while telephone is valuable for quickly establishing priority, asking key questions, and discussing the more subtle nuances of the issues and solutions.

In the near future, a single robust online support site will be added, and this will be another way that customers can utilize Presagis support. Our users will be able to reach support to open and review cases online as well as access a variety of other helpful tools, such as a knowledge base, user forums, and upload/download area.

How is Presagis support handled in Europe and the rest of the world?

Presagis is currently implementing a European support organization that will work closely with the local sales and services team and will benefit our Customers by providing technical assistance in their local time.

In the very near future, we will also be taking steps that will enhance our ability to provide localized Product Support to our customers in other areas of the world.

What information can customers get when they contact technical staff?

The mission of Presagis Product Support is to provide remote technical assistance during product installation, to assist with inquiries on product usage, and to coordinate defect reporting on a current product version.  In the event of a software defect, the Product Support team provides all available workaround solutions until a software patch is available.

How soon can customers expect an answer to their question? 

Presagis Support is committed to keeping in close and frequent contact with customers during our investigation of their issue by providing progress reports, diagnostics, and workaround solutions. The resolution time depends on case priority, on the availability of detailed technical data to reproduce the problem, and on the complexity of the case.  

How are technical support issues escalated?

The most efficient way to escalate a specific support case is to request escalation directly from the Support Technician with whom you are working. Presagis has a well-defined process, and the Support Technician will involve the appropriate resources for resolution, including the Customer Support Manager, the Director of Product Development, your Sales Manager, or Product Management, to ensure that your unique situation is addressed and that the issue resolved.

Who can customers contact with their Technical Support concerns?

Presagis is committed to providing best-in-class support services to its customers.  To accomplish this, we have open lines of communication so that you can raise your concerns with us directly at any time.

For general questions and comments about Product Support, you can reach the Director of Customer Support, David Pine, at .(JavaScript must be enabled to view this email address).

How do customers contact Presagis Product Support?

Our support teams can be reached through the following numbers globally:

1.800.388.3408   North America - Toll Free
0 800 911 794    France - Toll Free
0 800 181 9090   Germany - Toll Free
0 800 731 8857   United Kingdom - Toll Free
1.514.341.3874   International

The product-specific e-mail addresses below can be used to reach the appropriate Support team focused on each product.  The product-specific emails received are then redistributed to the geographical support teams.

What are your hours of operation?

For North America & International:

Content Creation Tools (CTS, Creator) except TerraVista
8:00AM - 4:00PM PST

All other products: Visualization Tools (Vega Prime, Sensors, Lyra), Simulation & HMI Tools (VAPS, STAGE, AI-Implant) and TerraVista
9:00AM - 5:00PM EST (8:00AM - 4:00PM CST)

For the United Kingdom:

All Products
9:00AM - 5:00PM GMT   

For France & Germany:

All Products
9:00AM - 5:00PM GMT+1

Who do customers contact for questions about licenses, product registration, or maintenance?

For License requests, please contact our Licensing Department at .(JavaScript must be enabled to view this email address). 

For technical issues with your license, please contact our Licensing Department or the product-specific Presagis Support team.

For Maintenance renewal or questions about your maintenance, please contact:

 If a customer would like a more systematic approach to learning about a software product. What training options are available?

Presagis offers comprehensive training on all of its products to ensure that you can get the most out of our software.  Introductory and advanced courses are available at Presagis training facilities, or you can request customized courses that will be held on-site at your facility by a Presagis instructor. 

Please visit www.presagis.com/services/training to find out more about the product training courses we offer and about sessions that are immediately available to you.