Endress+Hauser Canada adds Premium tier to augment its Smart Support program

Endress+Hauser Canada of Burlington, ON, has added a Premium tier to its Smart Support program with additional remote support features and an even faster response time when help is requested.

Smart Support provides remote technical support for all Endress+Hauser instrumentation, including free, unlimited 24/7 access to the company’s extensive knowledge database with over 16,000 articles for how to self-correct an issue or improve one’s skills.

The three Smart Support tiers — Basic, Plus and Premium — differentiate by the level of active remote support provided and the response time standard for each. The new Premium tier provides for phone or email support from an Endress+Hauser Canada specialist with an initial response within two hours of the request being filed, seven days a week. This compares to a response within four hours for the Plus tier seven days a week, or 48 hours on weekdays for Basic.

Premium customers receive up to six remote device commissioning support instances per year compared with two for Plus. Other unique benefits for Premium include remote training prescribed by Endress+Hauser plus a 25% discount on field service troubleshooting visits.

The key features of the support portal at ca.endress.com include the ability for customers to easily log in to open a support case and monitor its status and history — it has the same priority and response time as a telephone request — and solve issues by working with an Endress+Hauser Canada support expert via live feed.

The Smart Support database contains articles on diagnostics and troubleshooting, and on product and application know-how, such as service operations. Customers simply log in, describe the issue, and access the database to view a potential solution.

Smart Support’s features and benefits help optimize instrumentation performance over the entire lifecycle, minimize downtime, and reduce maintenance efforts, the company says.