Effective July 1, 2020, Emerson Machine Automation Solutions has formally rolled out a new Primary Support Program. All customers must have an active Primary Support agreement in place in order to receive phone/email/web case technical support outside of warranty periods.
This new program is consistent with past programs and is important to ensuring that we are able to provide fast, effective responses to our customers. We have created a new, external customer facing presentation to help explain this new program (see attached documents).
Users who call after this date, unless in a plant shutdown or hardware failure situation, will be required to have an active support agreement to receive technical support.
Exclusions to this program are as follows:
- Industrial PCs
- Industrial Displays & Panels
- Industrial Switches
- Variable Frequency Drives (VFD)
- All support for China until July 1, 2021
We appreciate your support and assistance with launching this new program. We believe this will provide a substantial improvement in customer experience and support.