Technical Support

Technical Support

-All of the products that Protronix Controls sells, we provide service.
-We are the technical support for the products. It is our belief that if we sell it, we will take care of it.

Key Benefits

-We have engineers on staff to assist in product selection.
- Support will come from Protronixc Controls, Inc. on the products we sell.
-If necessary, someone from Protronix Controls will show up and take care of you.

Capabilities

-We are trained on the products that we sell, we can take care of customers who purchase products from us. This separates us from the competition.
-We really care about our customers.
-We will be there for you. You will get a call back from someone if you have a problem.
-We know who to talk to and can pull in the assistance you need from our vendor application engineers.

Capability 1
For the products that we distribute for, we know ho to correctly apply them to your applications.

Capability 2
If something is wrong, we will take care of it.

Capability 3
For the territory that we distribute in, we will be there for you.


Integration

For any of the products that Protronix Controls distributes, we can integrate, install, build panels or start up. We perform these services with partners that we have teamed up with.

Integration Partners

C-Mation
Protronix Controls has partnered with C-Mation to offer the customer the ability to receive successful installations of automation products. C-Mation specializes in integration of Opto-22 products, but that is not the only control platform that they use. C-Mation has done projects like: Automation of mixing system, flow computers, cathodic protection systems, water and waste water systems, facility monitoring, energy scheduling systems, convenience store monitoring, dairy automation systems, tank level systems, and many others.

KD Engineering
Full integration services, variable frequency, motion controls, and project management.

Syscon
Integrations of PLC projects, panel builders.


Protronix Technical Support
Is a range of services providing assistance with technology products such as electronic or mechanical goods. In general, technical support services attempt to help the user solve specific problems with a product-rather than providing training, customization, or other support services.

Most companies offer technical support for the products they sell.
In addition, some fee-based services are available upon request.


Coverage of support
Technical support may be delivered by different technologies depending on the situation. For example, direct questions can be addressed using e-mail or fax; basic problems can be addressed over the telephone or; while more complicated problems with equipment may need to be dealt with in person.

Level I- This is the initial support level responsible for basic customer issues. It is synonymous with first-line support. The first job of our Level I specialist is to gather the customer's information and to determine the customer's issue by analyzing the symptoms. We will identify what the customer is trying to accomplish so that time is not wasted. Once identification of need is established, our Level I can begin sorting through the possible solutions available. Personnel at this level have a basic to general understanding of the product or service. Nevertheless, the goal for this group is to handle 70%-80% of the customers before finding it necessary to move to level II.

Level II- This is a more in-depth technical support level than tier I containing experienced and more knowledgeable personnel on a particular product or service. It is synonymous with level 2 support advanced technical capabilities.

Level III- This is the highest level of support involving vendor engineers. We will help facilitate this through our vendors.

Track Recording
Protronix Controls, Inc. believes it is important to continue to track incidents even when action is being provided by a vendor.