Production-Level Support from BPM Microsystems
BPM Microsystems Production Support Features
Our production level support agreement is designed for those customers who run critical operations and demand the highest level of support possible. BPM Microsystems tailors our production support structure to make sure that customers receive fast, efficient support without any headaches.
24/7 Hotline: +1 832-617-5701
You can report issues with device production outside of normal business hours. The customer will be put into contact with a live Field Service Engineer (for APS related issues) or Customer Service Engineer (for device related issues). Engineers will work with customers to collect all data on the issue, provide debug steps to resolve the issue over the phone, and will immediately create a BPM case if the issue requires additional time to resolve. This service is available to any BPM customer located in North America (Canada, US, and Mexico). Fees apply if not covered by current service/software contract. Please contact your local Distributor for support outside of North America.
Warranty replacement parts can ship from our headquarters in Houston, Texas, or directly from one of our global stock locations. Warranty replacement does not cover consumable parts or damage caused by the customer. In the case of local spare parts, customers have had replacement parts at their facility and installed in less than 30 minutes. We cover programming sites (include site power supplies), all cables, industrial computer, motors, motor drivers, idlers, encoders, bearings, PC-Boards, cables, optics systems, pneumatic system components, laser, (Scanlab marking head, laser tube, electronic components, PCB’s, Pneumatic system parts), tape loader (TM50 or TM330 models only), tray stacker (TS1500 model only) – complete system coverage.
Priority Case Handling
You will receive priority in our new customer relationship management system. All of your incoming cases will receive a special tag that designates you as a full support user and we will prioritize your requests as necessary.
On-site support does not require a PO for labor hours when you are under a hardware contract. You will only be required to submit a PO for travel and expenses only, saving you $2,400 USD per day. Typical service visits require 1-3 days.
Annual Preventative Maintenance
One of our experienced field service engineers will visit your facility once a year to perform preventative maintenance on your equipment. This will ensure that your equipment stays up to date and properly calibrated by a member of our team. We want to make sure that you are getting optimal performance from your automated programming systems.
Software Support –
Get access to the latest version of BPWin to keep your machines running with all of the latest features, plus access to 24/7 phone support. Software support also includes access to daily BPWin updates to provide customers with the latest, fully tested device algorithms. Contract holders can sign up to receive immediate notification of critical changes made to existing algorithms in BPWin. Maintaining your programming equipment with the latest BPWin algorithms assures you the highest quality, best production yield and use of the last optimized algorithms supporting your programmable devices.
Device Support Algorithm Credits
Receive up to six standard algo credits equal to a maximum value of $500 each. Algo credits can be used for algorithm additions and for some socket development charges.
BPM Microsystems offers three different support levels to allow customers to choose the level of support that best suits their production environment. All new automated programming equipment comes with one free year of our production level support which encompasses a suite of benefits tailored to those customers requiring the highest level of support 24 hours a day, 7 days a week. Our basic support level is free to all customers who purchase any equipment from BPM Microsystems, and our software support tier is popular among our customers performing frequent manual programming and first article testing.
Support Level Offerings
|Basic Support||Software Support||Production Level Support|
Phone and Email Support during Office Hours
|Training Documentation for Automated and Manual Equipment||✔||✔||✔|
|BPWin Case Submission Tool||✔||✔||✔|
|Account-Based Access to the Latest BPWin and Algorithm Releases.||✔||✔|
|6 Standard Algorithm Credits equal to a maximum value of $500 each for new Algorithm Support||✔||✔|
One Free Annual Preventative Maintenance Service Call
|Access to Regional Stock Locations for Warranty Replacements||✔|
|Full Hardware Warranty Support for Replacement Parts and Access to Manual Programming Loaner Equipment||✔|
|Priority Case Handling||✔|
|24x7 Phone and Email Support for Critical Issues||✔|
|Free On-Site Labor hours from Our Experienced Field Service Engineering Team||✔|
|Escalation Contact List with Managerial Contact Information||✔|