TECHNICAL SUPPORT PLANS

24 hours a day, seven days a week.

Varec’s Technical Support Center staff provides expert advice, troubleshooting and assistance, as well as remote systems diagnosis, 24 hours a day, seven days a week. A support contract ensures Varec’s technical and application support team is accessible to guide you through the problem you are facing, every step of the way.

We provide support not only for our FuelsManager® application, we provide support for the customer’s entire system. Support personnel know and understand the operating system, SQL server, Gauges, remote terminal units, communications devices and more. The team is prepared to assist with troubleshooting all aspects of the system and get it back online with minimal downtime.

SUPPORT PROGRAMS

Standard and premium technical support programs are available for active product versions. Extended support programs for older versions may be available, but will be subject to an additional charge. For customers electing not to purchase annual technical support, assistance is available on a pay-per-call basis.

Standard Support

Our standard program provides support for investigating and resolving software and hardware related issues, making configuration corrections and assistance necessary to return systems to a normal functional state using available spares and database backups. Support is renewed annually. Customers have direct access to our help desk personnel 24/7 via our toll free telephone, e-mail, fax or website.

Premium Support

In addition to the services offered under our standard support program, our premium level of support includes access to new releases of software or firmware. Customers will be notified when any new release is available and, on request, support staff will ship the upgrade via the most appropriate method. If needed, our technical staff can provide telephone support to assist with installing the version upgrade.

Extended Support and Business Consultancy Services

For services not covered under our standard or premium support programs, we offer extended support, specific application support and business consultancy services. These services can include analysis and review of existing business processes, site surveys, instrument selection, project planning and administration, customized training programs, on-site troubleshooting and diagnostics, systems integration, custom communications interfaces and customized displays and reports. These services are billed on a time and materials basis.