18/07/2017

Introducing TechSmart support

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 have re-developed our overall support offerings and called it TechSmart – our new name for Technical and Applications support.

Customers can access TechSmart support in many different ways; and we have summarised this below.

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.

TechSmart™

TechSmart™ is our free online self-support service, available to all James Heal customers.

  • Access to our online KnowledgeHub, 24 hours per day, 7 days per week: access hundreds of FAQs, Standards information, Operator’s Guides, MSDS and Spare parts information
  • Free subscription to the TechTalk™ newsletter for knowledge-based articles, ideas and trends

TechSmart™ Pro

TechSmart™ Pro is a bespoke training and consultancy service for high-level technical support.  You get everything from TechSmart, plus:

  • Custom consultation and/or training at your choice of location
  • Expert one-to-one guidance on using the instrument
  • Applications advice
  • Interpreting Standards and Test Methods
  • Advice on how to correctly prepare specimens for testing

Contact your local agent or James Heal for more details.

TechSmart™ Titan

TechSmart™ Titan is for customers with a Titan  instrument that is operated by TestWise™ OS.

Everything from TechSmart, plus:

  • Direct access to James Heal Technical Experts
  • Online applications support
  • Remote trouble-shooting and diagnostics
  • Free software updates and bug fixes
  • Free annual software upgrades
  • Access to ticket portal to check support status
  • Support for over 500 standards
Who uses our support?

Laboratory Managers, Technologists and Operators rely on James Heal’s expert support to increase efficiency and minimise downtime. TechSmart Super is our paid support package, recommended for customers with a Titan universal testing instrument.

Why should you subscribe or renew your support subscription?

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.

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. 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.
  • 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.

Upgrading & Renewing

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.

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