TECH SUPPORT
Integrated Partner Solutions, Inc. staffs technicians that are experts with the entire MechWorks PDM suite of applications. We regularly test our staff for efficient diagnostic skills along with clear, precise, and detailed communication services. Our customers’ success is our number one goal. We take pride that year-after-year we have an exceptionally high customer retention rate. Our technicians are very knowledgeable with the various CAD applications (SolidWorks, Inventor, Solid Edge, and AutoCAD) that MechWorks PDM is directly integrated with. Our technicians are also educated with Microsoft Windows (server, desktop, and networking) as well as Microsoft SQL and Microsoft Office. Internally, our technicians work as a team to swiftly resolve cases by sharing critical information and escalating cases as needed to pull in additional team members as well as core developers.
The easiest method to request support is to email an issue to support@na-ips.com which is then automatically assigned a unique case, technician, and workflow. If you prefer to call us directly at 800-573-6183, the responding technician will log the call which will automatically open a unique case that is also assigned to a technician and a workflow. All activities associated to any case can be reviewed and reported if desired. Our technicians have the flexibility to change their schedules to satisfy our customers’ needs, allowing them to work during none-peak time to support the customer’s specific maintenance needs. Regular support hours are from 7:00 AM (CT) until 7:00 PM (CT).
Each of our technicians has direct access to a dedicated license of GoToMeeting to ensure immediate availability to remote desktop sharing and to guarantee proper visibility for diagnosing the issue. We always assume that all reported issues are our responsibility to diagnose and resolve, even if we ultimately have to directly pull in other organizations (like SolidWorks™, Autodesk™, Siemens™, or Microsoft™) to formally resolve the case. We do everything possible to become a seamless extension of our customers’ support staff and truly feel that our customers are our partners.
FAQ VIDEOS
Administrative Manuals (annual manual subscription required)
