* Best effort to arrive on-site. **If within 100-mile radius from field office

Customer Central Call Centerback to top

Customer Central is a single contact point for product inquiries and post-shipment technical support. NovaTech personnel will redirect your inquiries to the people who can best resolve your issue. They also keep a record of every call and follow up to ensure that appropriate action is taken.

Web Access

Our password-protected Customer Web Site provides 24/7 access to information about new products, training course schedules, product technical alert notices, software patch lists, and a forum for users to share comments and tips. Registered users can log in to view their call status and see the number of Flex Hours remaining in their support agreements.

Flex Hours

To facilitate maintenance and upgrades, and to optimize operational flexibility, NovaTech Facets agreements include a customizable amount of labor hours that can be used for a wide range of services, including:

Flex Hours can be redeemed at any time and additional hours can be added to any Facets Agreement. Detailed explanations of these services may be found in Engineering Services and in the individual Facets Support Agreement.

Unlimited Hardware Support Labor back to top

This Facets option gives customers unlimited support from NovaTech hardware engineers. All time spent on hardware preventive maintenance, telephone and on-site hardware troubleshooting, parts installation and parts system integration will not be charged against the allotment of Flex Hours.

Software Upgrade Licenses

Facets Customers who purchase the Upgrade License feature have the option of receiving software upgrade licenses for their NovaTech products, granting them every new feature and refinement for D/3 and FlexBatch applications as they become available. The upgrade license feature is the most economical way to keep the NovaTech software current, and must be renewed annually.

Extended Software Warranty

The standard NovaTech software warranty can be optionally extended through the term of the Facets agreement, saving customers Flex Hours in the resolution of software issues.

Software Maintenance Releases

From time to time, NovaTech will make improvements to the current software version without a formal software version release. These changes are incorporated into maintenance releases. Facets customers may request maintenance releases, if available, to be sent on electronic media with instructions for installation. Installation can be performed by the customer or by NovaTech using Flex Hours.

Spare Parts

If the Parts Coverage option is purchased, Facets customers receive replacement parts for covered items at no additional charge for the duration of their agreements. Parts can usually be shipped within 24 hours and faster, depending on the Facets level. As another option, Facets customers can also elect to maintain an inventory of NovaTech-owned spare parts on their sites.

Training Credits

Training is an essential precursor to productivity. Facets agreements include varying amounts of training. Facets customers can add to their contracted allotment of training and development classes from Educational Services.

Top Tier Services back to top

NovaTech's top industry and technical experts are available for specialized consulting on a pre-arranged basis to provide:

Resident Support

Diamond Facets Customers have the option of using Flex Hours to provide a full-time NovaTech Field Employee at their facilities for software and hardware support. When a Field Employee is away or at training, service will be provided from the closest NovaTech location.

This page summarizes the features of the Facets support program and is not a legally binding document. The specific terms of the Facets program are set forth in full only in the Facets Support Agreement. For a proposal, including full technical details and pricing, contact your NovaTech account representative or NovaTech Customer Central.