Cimetrix Quality Customer Support
Cimetrix prides itself in providing the best-in-class support in the industry. Passionately dedicated to our customers‘ success, our team strives to help our customers more effectively develop, deploy, and support their factory automation and tool control solutions.
Our Quality Customer Support (QCS) department is comprised of skilled software engineers focused on successful deployment and production operation in the fab. Cimetrix has provided over 20 years of passionate support with our products installed in thousands of systems worldwide.
Our goal is to serve as an extension of your engineering department, partnering with you to maximize your resources and efficiently resolve all incidents.
- Secure Customer Login
- Standard Product Support Plan
- Premium Service Level Agreement
- Outsourcing Program for Equipment Manufacturers
Cimetrix Software Support and Maintenance Services Overview
| Service Offering | Standard Product Support & Maintenance Agreement | Premium Service Level Agreement (SLA) | Outsourcing Program |
|---|---|---|---|
| Phone and E-mail Support During Normal Business Hours | INCLUDED | INCLUDED | INCLUDED |
| Secure Web Account | INCLUDED | INCLUDED | INCLUDED |
| Product Upgrades | INCLUDED | INCLUDED | INCLUDED |
| 1 Business Day Response Time | INCLUDED | INCLUDED | INCLUDED |
| 27x7 Service Availability | Not Available | Optional | INCLUDED |
| 2-hr Emergency Response | Not Available | Optional | INCLUDED |
| Product Source Branch Maintenance | Not Available | Optional | INCLUDED |
| On-Site Service | Purchase Separately | Optional | INCLUDED |
| Custom Product Enhancements | Purchase Separately | Optional | INCLUDED |
| Expert Consulting and Engineering Services | Purchase Separately | Optional | INCLUDED |
| Customer Application Support and Maintenance | Not Available | Optional | INCLUDED |
Standard Product Support Plan
The Cimetrix Standard Support and Maintenance Agreement is an affordable package of support services designed to help your software team remain efficient and focused on the development of your products when issues arise. In addition to unlimited support incidents for the supported products, the agreement includes product improvements that incorporate and leverage advancements in relevant operating systems, development tools, and applicable industry standards. Support contract revenue funds customer assistance, active involvement in the SEMI® standards committees, and continual product improvements and upgrades.
| Feature | Benefit |
|---|---|
| Unlimited phone and e-mail support (normal business hours) | Our experienced software engineers are available Monday through Friday, from 9:00 a.m. to 5:00 p.m. U.S. Mountain Time, excluding Cimetrix-observed U.S. Holidays. Incidents can be submitted via phone, e-mail or through cimetrix.com. |
| Secure web account | Cimetrix.com contains a password protected support portal, providing customers access to technical documentation and sample applications as well as a convenient way to correspond with our engineers. |
| Free product upgrades | All new versions of products released can be downloaded through your secure web account, including Patch Releases containing important defect corrections as well as Service Releases with valuable new features. |
| 1- Business Day Response | Incidents are assigned to a software engineer and responded to within 1 business day. |
Want additional details about the Cimetrix Standard Support and Maintenance Agreement? Request a copy of the Product Overview document.
Premium Service Level Agreement
In addition to the services available in our standard package, the comprehensive and flexible Premium Service Level Agreement includes an extensive range of services and additional resources for assisting our customers in reducing their time to market and providing mission-critical support for our solutions when they are delivered to the factory floors. With each Service Level Agreement (SLA), Cimetrix will collaborate with you to develop a mix of services to best suit your needs and regularly review the plan to ensure that it remains effective and relevant to your business.
| Feature | Benefit |
|---|---|
| 24x7 Availability and 2-hr Emergency Response | Cimetrix engineers are available 24 hours a day, 7 days a week, every day of the year for Emergency Response to resolve critical software issues. Engineering resources will be immediately assigned to respond within 2-hrs for critical problems and an automatic escalation process will be employed that may include dispatching an engineer to resolve issues on-site. |
| On-Site Services | Experienced engineers are available to perform a variety of engineering services at your facility or at your customers' facilities, saving you valuable time when developing a new solution, resolving problems, or delivering new solutions into a production environment. |
| Custom Software Maintenance Services |
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| Expert Engineering and Consulting Services |
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Want to talk to a customer using the Premium Service Level Agreement? Just ask us.
Outsourcing Program for Equipment Manufacturers
To be competitive in the global marketplace, it is critical for a business to define its core competencies and then focus on continual improvement of those capabilities. Long-term relationships must be developed with best-in-class partners to maintain the important, but "non core" necessary functions. For those equipment manufacturers who have decided that continuing to develop, maintain and support factory automation and tool control software is a non-core activity, the Cimetrix Outsourcing Program is the answer.
Cimetrix is the premier single source solution provider for semiconductor factory automation and equipment control software for equipment manufacturers. Our Factory Automation and Equipment Control Outsourcing Program helps our customers concentrate on their core areas of expertise and leverage Cimetrix's experienced engineering team. The program is designed with the objective of minimizing the Total Cost of Ownership and maximizing the ROI for your factory automation and equipment control solutions.
The Service Level Agreement (SLA) for our Outsourcing Program is designed to ensure our customers' success in the marketplace and includes:
- Development of a Complete Factory Automation and/or Tool Control Software Solution for your equipment
- Direct Technical Support for factory automation and/or tool control questions and problems for your customers
- 24x7 Emergency Response
- On-site Support and Engineering Services
- Software Maintenance and Continuous Improvement Program
- Consultation and Training Services for your and your customers
