We are here to help

We recognise that our products perform essential roles in large industrial processes. Downtime from equipment failure costs money. That is why all Mantex’s products can be web enabled for remote monitoring, fault reporting, diagnosis, and software upgrades. Should there be an issue with any of our instruments you will find our support staff responsive, dedicated, and determined to get you back up and running as soon as possible.

Here’s what to do!

  1. First check the FAQ.
  2. Classify your problem (see below).
  3. Get in touch!

Office hours are Mon – Fri 0800 – 1700. Availability dependent on support agreement.

How to classify your problem

In order to provide appropriate and efficient support, we would like you to classify any problems that occur according to the following three levels of priority:

Priority_Blocker

The machine is NOT operational for some reason that the users believe is caused by the machine in itself.

Perceived critical defect in core machine subsystem.

Consequence
The user cannot continue to use the machine.

Priority_Critical

The machine is operational but the user is in need of advice or correction in order to continue using the machine sufficiently. Perceived major defect in core functionality. For instance:

  • Quality check with phantom does not give an expected result.
  • Measurement result suspected to have a large deviation.

 

Consequence
The user can continue to use the machine BUT is unsure about the measurement result or have to work around the problem in some way.

Priority_Minor

The machine is in operational mode but the user is in need of advice in order to optimise the handling of the product.

Consequence
The user can continue to use the machine BUT the handling might be easier and or more efficient if the user receive proper advice or the functionality is implemented in another way or new functionality is implemented.

Taking appropriate action

Depending on priority you should contact us during agreed service hours according to the routine below that also presents the intended level of support action that we are aiming for.

Please call the Mantex Help Desk at +46 8 477 04 63 and describe the problem to the Help Desk staff on duty.

Our action
We will receive the problem, register in TRAC and email confirmation of received problem within 2 service hours. Problem analysis will then be initiated immediately after and a first response to the customer should be given within 8 service hours. Time to solution will depend on the root cause of problem.

Priority_Critical

Please send a mail to support@mantex.se with a brief description of the problem.

Our action
We will receive the problem, register in TRAC and email confirmation of received problem within 4 service hours. Problem analysis will then be initiated within 8 service hours and a first response to the customer should be given within 16 service hours. Time to solution will depend on the root cause of problem.

Priority_Minor

Please send a mail to support@mantex.se with a brief description of the problem.

Our action
We will receive the problem, register in TRAC and email confirmation of received problem within 48 service hours. Problem analysis will be performed as soon as resources are available. Time to solution will depend on the root cause of problem.

Problem solving

Depending on the root cause of the problem Mantex aim to solve the problem with the following actions.

Type of problem

Activity

Expected time to solution

User lack of information.
(Priority 3)

Mantex will answer questions or give advice using phone or e-mail.

First answer as stated in the Priority classification above. Final solution depending on type of problem.

Error in documentation.
(Priority 3)

Mantex will correct and release a new version of the document.

Within 2 weeks.

Defect in platform or measurement application software.
(Priority 1/2/3)

Mantex will connect to the Product remotely to perform troubleshooting and will correct, test and release a patch or new version of the software that also will be installed by remote connection if possible.

Priority 1 in a patch of the software or work around ASAP. Priority 2 in a patch of the software or work around within 2 week. Priority 3in the next planned release or version of the software.

Defect in material profile or need for enhancement.
(Priority 2)

Mantex will connect to the product remotely to perform detailed troubleshooting and will correct, test and release a patch or new version of the software that also will be installed by remote connection if possible.

Updated material profile within 2 weeks.

Defect in hardware.
(Priority 1/2/3)

Mantex will connect to the product remotely to perform troubleshooting and if found necessary recommend replacement of spare part. Activity that required spare part(s) and/or service(s) from Mantex will be quoted separately in e-mail to the customer contact responsible for the product. The e-mail should be confirmed before performing work. Invoiced Separately.

Depends heavily on availability of spare parts and transportation availability but in general: Priority 1 within 1 week. Priority 2 within 2 week. Priority 3 in the next yearly service.