Quality Client Support
We pride ourselves in providing the best-in-class support in the industry. Passionately dedicated to our clients‘ success, our team strives to help our clients effectively develop, deploy, and support their factory automation and tool control solutions. Our Solutions Engineering department is comprised of skilled software engineers focused on successful deployment and production operation in the factory. Cimetrix Connectivity Group, part of PDF Solutions, has provided over 20 years of passionate support with our products installed in thousands of systems worldwide.
You have been able to quickly and efficiently guide me to solve the problems that I had encountered. I appreciate the help and hope we can continue to do business in the future.
1. Remain the experts in connectivity standards
2. Continue to enhance our existing products and develop new products
3. Empower you to control your own destiny
4. Live the culture of passionate customer support
5. Maintain the confidentiality of your IP and your customers’ IP
6. Be successful only when you are successful shipping products
Along with our industry-leading products, we offer several ways to begin using our products. We offer training classes to get engineering teams up to speed quickly, and we have customizable onsite Starter Programs that deliver training while initiating the development program. We can also mentor your team as the project continues, letting them lever our company's experience to resolve problems and overcome obstacles as they arise.
Quality Customer Support
Our Quality Customer Support Team embraces our commitment to providing outstanding support. Standard support contracts provide access to new software releases, patches, technical information, and assistance with Cimetrix products and applicable SEMI standards. Custom support contracts are also available that include 24/7 and on-site assistance as needed. The first year of support is included with your SDK purchase.
Once you try our customer support, you will see why we have so many satisfied customers. Ask us a challenging question at Support Information Request and see how we respond.
Company engineers have many years experience helping companies develop new equipment for the semiconductor, electronics assembly, and related industries. We can provide guidance on such diverse topics as system architecture, remote diagnostics, connectivity, SEMI standards, equipment control, and Agile software development. Or we can simply augment your staff. We support design projects from the initial design process all the way through the system acceptance tests. If you need help, we are there. Our preferred starting point is a collaborative effort we call a Starter Kit or, if requirements are unknown, a short pilot project.
Our objective is to put you in position to work effectively with your demanding customers.
If you would prefer integration assistance local to your team, we have a network of worldwide system integrators trained in our products that meet your current and ongoing needs. If you currently have a systems partner you trust and want to work with, we can train their personnel on any of our products and get them up to speed quickly.
Software Support and Maintenance Services Overview
|Service Offering||Standard Product Support and Maintenance Agreement|
|Phone and Email Support During Normal Business Hours||INCLUDED|
|Secure Web Account||INCLUDED|
|One Business Day Response Time||INCLUDED|
|24x7 Service Availability||Not Available|
|Product Source Branch Maintenance||Purchase Separately|
|On-Site Service||Purchase Separately|
|Custom Product Enhancements||Purchase Separately|
|Expert Consulting and Engineering Services||Purchase Separately|
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.
This is a good example of a support person working to understand the customer’s need and propose an available solution rather than jumping to follow the customer’s request.
|Unlimited Phone and Email Support (normal business hours)||Our experienced software engineers are available during normal business hours. See the list of ways to contact us.|
|Secure Web Account||Cimetrix.com contains a password protected support website, providing customers access to technical documentation, sample applications, and access to current and previous product installations.|
|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.|
|One Business Day Response||Incidents are assigned to a software engineer and responded to within one business day.|
Want additional details about the Cimetrix Standard Support and Maintenance Agreement? Request a copy of the Product Overview document.