Support and Maintenance
We have a support and maintenance package to fit your needs
Once you have invested in an Empirix quality assurance solution you will want to ensure that it is optimized for your environment, your questions regarding the hardware or software are answered and any issues are addressed promptly.
All equipment sold by Empirix comes with one year of support; this standard package includes:- Phone / email / web incident submission
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Access to eSupport
This customer-only, secure web portal contains downloads, updates, issue review and updates, Knowledge Base, as well as FAQ’s -
Preventive maintenance through release upgrades
These software releases include new features and enhancements along with bug fixes. -
Hardware replacement program
Equipment under a hardware maintenance agreement can be returned to Empirix for repair. Through our support organization, you will receive a return material authorization number, ship the equipment back to Empirix where it will be repaired and then returned to you. - Escalation procedure
- Support center access from 8:00am – 8:00pm E.S.T
We offer additional support options for our OneSight for Contact Center™, Hammer XMS™ and Hammer XMS/S7 customers:
- 24 x 7 days access via phone
- Advanced replacement program (Hammer XMS and Hammer XMS/S7 and Performance/Functional Testing Service products only)
