Technical Support

Proven Track Record of Delivering an Exceptional Ownership Experience

Award-winning support

Besides having an adaptable platform with countless features, we know the other key to ensuring success is providing world-class support.  Our award-winning support is backed by a team of knowledgeable professionals across three continents that will always have your back when you need it.

Don’t just take our word for it, take our customers' word. For more than 18 consecutive years, we have been awarded the CIRCUITS ASSEMBLY'S Service Excellence Award. 

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Our technical support services

Customer Portal

Unlimited Support

Software Upgrades

Support Tracking and Notifications

Customer Self-Service Portal

Customers maintaining a valid service contract receive logons to the Aegis Support Gateway. The Support Gateway is a dedicated portal on our corporate website giving customers access to the following:

  • Software Downloads and Release Notes
  • Software Training Video Library
  • Technical Document Library
  • User Forum
  • Customer Support Case Status
  • Training Logs for Certified Users
  • Recordings of Recent Webinars
  • Knowledge Base

Unlimited Technical Support

Our Service Maintenance Contracts grant customers the ability to make unlimited technical support calls to our regional technical support centers staffed with direct Aegis employees. We pride ourselves on rapid response times, aiming to provide direct access to our qualified support techs without a wait time.  For less urgent issues, we offer an email queue for electronic submission.

Access to Ongoing Innovations

Aegis has held to a long-standing policy of not charging customers for new versions of our software. We provide hot-fix patches, minor releases, and even major platform releases to our customers as part of their annual service maintenance contract. By maintaining a single code base, we allow all of our customers to benefit from product evolution in the form of new features and functions regularly added to the software.

Keeping You Notified Every Step of the Way

All customer issues and activities are logged in the Aegis’ CRM system. The CRM system enables us to deliver automated email notifications as cases proceed through our support processes and as patches are made available for download. We also use this information to monitor trends regarding product quality and support performance to ensure that we are providing the best possible service to our customers.

FactoryLogix: The Adaptive Framework
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FactoryLogix: The Adaptive Framework

IIoT-Based, Zero-Code MES Platform Enabling Operational Excellence Around the Globe.

Annual service maintenance contracts

Aegis delivers award winning support by directly employing knowledgeable professionals across three continents and five languages that are backed by the latest in customer relationship systems and infrastructure. 

Annual Service Maintenance Contracts table