1. Remote Support Via The
Internet For All Clients
When you’re having trouble on your assembly
line, are you willing to wait until the providers can schedule
one of their few engineers to fly out to your facility to
troubleshoot your system? Are you prepared to foot the bill
for airfare, hotels, meals, and hourly fees involved with
the engineer’s travel requirements? Certainly, there
are some instances when an engineer has to travel; ECI is
no exception here. But there are probably just as many instances
where he could get the job done with remote access via the
internet, saving you thousands of dollars each time.
In the top right of this page you’ll
notice a “Support Session” icon. ECI customers
can securely log in for a one-to-one support session with
an ECI engineer, who will be able to “see” exactly
what you see on your screen, remotely navigate through your
file structure, determine the root cause in most instances,
and fix your problem. All without leaving his office.
We can hardly stress enough what a value this
service is for you. It will save you time (and time is money).
It will save you travel costs. It will save you scheduling
headaches. It will streamline custom programming requests.
And it will maximize your uptime and line efficiency.
2. Included On-Site Start Up Assistance
Have you ever received a quote and thought
it was the best deal, only to find out that they had a bunch
of hidden charges and fees that jacked up the price after
you committed to the project? That’s not fair, but
it happens all the time to unsuspecting technology buyers.
At ECI we take the quoting process very
seriously. We don’t loosely throw around “budgetary
numbers.” If it’s a custom job that we don’t
have a clear precedent for, our Account Executives are not
even permitted to send a quote without first gathering the
necessary information and scheduling a conference call with
a qualified ECI engineer to get a crystal clear understanding
of your precise needs. It’s more work for us, but
this enables ECI to always offer a No-Surprises quote our
customers can hold us to.
Once you’ve budgeted for a project
with ECI, we never want you to have to ask for additional
money to cover hidden costs like start-up assistance, travel
costs, and warranties. That’s why we have always included
our SwitchOn™ support and training as part of your
investment. You aren’t purchasing a block of time.
We come in, switch on the IPCS, and stay for production.
And here’s the ECI difference—we stay until
you tell us to go home. We also train your operators, technicians,
and engineers at the time of start-up at no additional charge
and include (in writing) a lifetime software warranty.
3. Lifetime Software Warranty
First of all, before you even begin
talking about software warranty, you need to set this one
thing straight. For an industrial manufacturing application,
the need for bulletproof software is absolutely critical.
Downtime is not acceptable.
When evaluating a provider you need
to ask them how their software has been tested in real-life,
and to what degree. If you’re one of the first few
installations, brace yourself for playing the role of guinea
pig. There will be bugs. There will be glitches. Bank on
it. Bugs and endless revision numbers are an unavoidable
reality for EVERY software developer from Microsoft®
to Nintendo®. With industrial software systems of this
complexity, there are many variables to consider: network
speed and traffic, multiple operating systems, hardware
compatibility, conflicting drivers, power surge protection,
data back up, etc. Each assembly line has its own unique
array of challenges, making it virtually impossible to anticipate
every imaginable scenario.
680 (and counting) installations have
afforded ECI the opportunity to thoroughly debug and enhance
the performance of our proprietary software. And since we
have always offered a lifetime software warranty, our customers
haven’t paid us a dime for hundreds of revisions we’ve
made in our 20 years of development. Of course, our earliest
customers (ECI’s beta testers, if you will) have benefited
most from this warranty. You probably will never even have
to cash in on it. If you do find an anomaly, it won’t
be a show stopper, and usually it can be handled over the
telephone or through our internet support option, which
allows us to access PC’s on your plant-floor.
Our lifetime software warranty is provided
in writing with every quote we send out. Simply put, if
you find a bug, we’ll fix it for free. For life.
E-mail
us about your plant's needs,
or call 901-854-2123.
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