The reality is, for many projects, prototype validation is not the end. For example, when the project gets into production and the end customer starts to use it, it is not uncommon for new use cases to arise with new requirements and needs or for suggestions to improve the product or doubts about how to perform specific actions to be identified. We know that, and our promise to you is that you will never walk alone.
At Ingenia we understand that to ensure the success of the product we must support our customers throughout the entire product cycle. In consequence, we provide an annual maintenance program to our customers, providing them with access to support from our engineering team whenever they may need it. We help our customers as well through our ticketing system, managed by our support team, which guarantees that no doubts or questions will fall on deaf ears. Issues raised through the ticketing system are forwarded to the most suitable interlocutor. Whenever necessary, remote and on-site support sessions are arranged at the customer’s convenience to explain how to use the product, how to perform a better tuning of the system, or how to handle the commissioning.
There is a Chinese proverb that says, “Give a man a fish, and you feed him for a day; teach a man to fish, and you feed him for a lifetime”. Here at Ingenia, we firmly believe in the importance of spreading knowledge, and for this reason, our support team works continuously to expand and improve our knowledge base. In it, we not only settle any doubts about how to use our products but also try to explain the science behind motion control to help our customers better understand the product they are using.