Fast help by phone and remote access when something stops working.

About this service

Remote support

Most support calls do not need anyone to travel. A controller that has dropped offline, a network that has stopped passing traffic, a platform that will not start after an update, a licence that has expired at the worst moment: these are resolved remotely every week by our support desk.

You speak to an engineer, not a ticket queue. We will ask the right questions, connect if needed, and stay on it until the system is back or we have agreed what happens next.

What's included

• Telephone and remote-access fault diagnosis on Niagara, JACE, Edge and IO hardware.
• Networking and connectivity issues between controllers, supervisors and the cloud.
• Platform, licensing, certificate and backup problems.
• Hardware replacement advice and configuration of replacement units.
• Escalation to on-site support when a visit is the right answer.

When to call us

• A site or controller has gone offline and you need to know why.
• An upgrade or patch has broken something and you need it back quickly.
• A licence, certificate or backup problem is stopping a station from running.
• You need a specialist to confirm whether a fault is hardware, network or software.