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Support
 
Tatsoft, as a Company, is fully knowledgeable about real-time systems used in automation and manufacturing, real-time software, software tools and components; Tatsoft understands the importance and need for high quality products, coupled with excellent product support for every end-user level, for our valued customers; from technical support staff, to software developers, to engineers to operators, and management, Tatsoft is there to answer your call and assist.
 
Tatsoft's central support page is Help Center
 
Tatsoft's Products include, in the first year, a Premium Support and Software Maintenance Subscription that includes one year of priority phone and email support, and access to Product updates as well as Product releases, among other benefits, such as remote support.
 
The goal of Tatsoft's Support is to provide a cost-effective option to increase the performance of our users, while maximizing time-to-resolution, and increasing the return-on-investment for our valued customers. Tatsoft is well aware that it is your engineers’ and developers’ time, not the support license itself, that is the critical investment for your company and the key to successful projects.
 
Tatsoft's technical staff has experience with over 25 plus years of real-time software development and system delivery.
 
Tatsoft support services are designed to provide valuable interaction with Tatsoft personnel when you need it according to your project requirements.
 
The Premium Support and Software Maintenance Subscription includes Product updates on the current version, as well as Product upgrades to new releases, discounts on Training courses, and priority email and phone support.
 
  Web
Support		 Standard
Support		 Premium Subscription Platinum Subscription*
Online Forum and site users information resources x x x x
Tatsoft Users Group meetings and Webinars x x x x
Access to enhancements and bug fixes on purchased version   x x x
Email support   x x x
Phone support   x (note 1) x (note 1) x (note 1)
Discounts on training   x x x
Automatic Upgrade on new versions release     x x
Priority phone response time and dedicated email     x x
Access to Development team on critical requests     x x
Remote Online Assistance     x x
Support on .NET languages, framework     x x
24x7 response for critical issues     x x
Scheduled conference calls     x x
 
Note 1: Specify service hours for phone, and time limit according to subscription.
 
Note 2: Support Services provided by Tatsoft include services related to FactoryStudio Products:
 
Installation on various operating platforms and software and hardware requirements.
Configuration of FactoryStudio features.
Compatibility with operating system, browsers or communication devices.
Common performance or execution pitfalls.
Solutions for common project configuration issues.
 
Project-specific programming is beyond regular product support and can be supplied as outsourcing services.
 
Some examples of topics where we can provide suggestions or referrals to third-party resources, and are not addressed by regular technical support are:
 
Project-specific programs and source-code created by users.
Computer hardware issues and PLC configuration or programming.
Third-party libraries, products or WPF components, not included in FactoryStudio.
 

To assist you on the success of your project, even on topics outside regular support, contact our Services team. We can provide you with an assistance proposal if the issue is within our area of expertise, or refer you to a technical partner depending on the nature of your project request.

* Platinum Support Agreements are negotiated specifically on a customer by customer basis.
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