ecom Service & Support
Especially because "after sales" often ends with the delivery of the product, ecom ensures lifetime support driving-up into technical service and additionally system and application engineering support.
In addition to a standard after sales support ecom supports their customers in case of any technical issues before and after the purchase. The experienced ecom support team consists of qualified system and application engineers based in ecom's headquarter, ecom's competence centres, like Houston and Singapore, and subsidiaries. This ensures support availability right in the time zone where you actually need it.
Furthermore ecom offers a wide network of partners and manufacturing partners to provide a hardware and software based support and keep your devices updated with the latest software. Thus a worldwide support is given.
Following technical services can be provided:
- Custom Software Load
- Support with wireless technologies
- Advise in Software questions
- Solutions in special and individual cases
- Enabling individual hardware adjustments
- On site consultations
- Remote Support
Remote Support brings experts into the field.
To avoid high costs and long downtimes, ecom provides a service called "Remote Support". ecom support staff are able to support you via remote access software, if the customer's administrator allows the temporary connection. So there is no need to send devices to repair centres or to travel over long distances.
In case of any support needed, please contact the technical support (Contact form), your local ecom contact or send an email to support@ecom-ex.com.
Call us and get advice how to install the remote control agent which enabled ecom´s service team to get access to your unit for a dedicated time. After the support case is successfully closed, the agent can be deinstalled or unenrolled by customer itself to avoid misusage stop that function. Anyway, each individual remote control secession has to be acknowledged by operator in front of the supported hardware.
This solution is based on SOTI's Mobi Control device management solution (MDM).