We’ve improved how we support our customers, as we aim to provide not only the highest quality instruments and test materials – but the service and support to match. Taking on board customer and user feedback, we’ve re-developed our overall support offerings and called it ‘TechSmart™’ – our new name for Technical and Applications support.
As a James Heal customer, you have access to our expert technical and applications support wherever you are in the world. We offer support in various ways; from our free online KnowledgeHub, to paid support, consultancy and training.Em Pagot, International Sales Manager, James Heal
You can access TechSmart™ support in different ways; depending on your requirements. Here, we explain the packages in more detail:
Free self-help service, for all customers with any James Heal instrument, to access Engineering and Applications FAQs, Standards information, Operator’s Guides and Material Safety Data Sheets (MSDS) via our online KnowledgeHub.
Get free support now – go to KnowledgeHub *
With a TechSmart™ Titan support package from James Heal, you get all of the benefits from the latest TestWise™ software upgrade – at no extra cost to you. TechSmart™ Titan is our paid support package, recommended to all customers with a Titan instrument who require access to our technical and applications support specialists.
And whilst you may not need to access our support service everyday – paying for an annual support package gives you peace of mind and reassurance that should a problem arise; we are here to help you – wherever you are in the world.
New customers get 12 months’ free TechSmart Titan support when they purchase a Titan5 or Titan10 – contact us to find out more…
Custom consultation and training for customers who need expert one-to-one guidance on using the instrument, applications advice, interpreting Standards and Test Methods, and advice on how to correctly prepare specimens for testing. Contact your local agent or James Heal for more details.
You may be thinking, why do I need a paid support package – what is the benefit for my operators and my laboratory?
Laboratory Managers, Technologists and Operators rely on James Heal’s expert support to increase efficiency and minimise downtime.
As textile technologists ourselves, we know that providing the best instruments is only half of the equation. Some support issues can only be resolved through specialist advice, diagnostics and applications support for your instrument and software – direct from the experts.
If you have a Titan instrument with TestWise software, and have previously had a support agreement with James Heal that has now expired, you may wish to consider renewing your support package to continue accessing and benefiting from our support services.
Renewing your expired support package is entirely optional, but a TechSmart™ Titan support agreement from James Heal will ensure your continued access to the following exceptional benefits:
Flexible, reliable support: Wherever you are in the world, you can access our free online KnowledgeHub, 24 hours per day, 7 days per week.
Applications Expertise: You’ll receive expert support from James Heal for the duration of your agreement – 1 or 3 years. Our support is available to you via our online support system, which gives you direct access to our Technical Experts and Applications Specialists.
Free software upgrades: With a support package from James Heal, you get all of the benefits from our latest software upgrades – at no extra cost to you. Our products continue to evolve via frequent updates/bug fixes. If you want new features, ever-improving usability, the latest standards and test methods, our TechSmart™ support ensures you continue to receive all the latest software updates and significant upgrades throughout the year – for faster, smarter testing.
Peace of mind: If your technicians and operators depend on our instruments and software for materials testing, whilst you may not need to access our support service every day, having a guaranteed direct line of contact to a committed Technical and Applications support team offers fantastic peace of mind that should a problem arise; we are here to help you – wherever you are in the world.
Major software releases include significant features upgrades to ensure your software is as efficient and accurate as possible, to improve productivity within your laboratory and reduce downtime.Andy Teal, Software Engineer, James Heal
The TestWise 2017 software upgrade is available for FREE for customers with a TechSmart™ Titan Software & Applications Support Package. Renewing your support package now ensures that the privileges of software maintenance and technical/applications support can continue uninterrupted.
For more information about TestWise 2017, you can:
> join our mailing list to receive news and updates about TestWise software releases and notifications about your support package renewal date
> contact us to find out more information about how to upgrade your current TestWise software to TestWise 2017, or to renew and re-subscribe to a new TechSmart Software & Applications Support Package
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