Customer Support Overview
The Xelas Energy products are fully owned, developed and supported by Xelas Energy. As a one stop shop for all IEC 61850 software components, Xelas Energy offers unrivaled customer support services from its U.S. and European offices. These services cover:
- Presales Support
- Customer Training
- Postsales Development and Deployment Support
- Engineering Support
- Interoperability Testing Support
- Consulting Services
Customer Support Agreement
All products purchased from Xelas Energy include a one year standard technical support agreement. This standard agreement covers:
- Unlimited Phone and Email access to dedicated support engineer
- Access to product updates and patches
- Customer ftp account for product download and file exchange
Xelas Energy understands the critical role of its software components and need for rapid turnaround on problem reports. The company prides itself on its customer focus. Customer support engineers are assigned to accounts (single point of contact) , empowered to rapidly escalate support issues and coordinate fast turnarounds with our engineering organization.
All issues are tracked in a customer care system and status updates added as they move through the resolution cycle. Xelas Energy customer support engineers have detailed knowledge of customer account histories, IEC standards and development experience with the full range of our XEM products.