• South America

     

  • South America

     

  • South America

     

  • South America

     

Training and technical support

Receive Ongoing Training, Rapid Response Times and Access to Best Practices 

Customers with Elster System Maintenance Agreements (SMAs) receive many benefits, including refresher training, rapid answers to questions, issue resolution, and the opportunity to participate in the EnergyAxis User Group. Additionally, these customers can receive regular software and firmware upgrades that introduce new EnergyAxis features and functionality.

Along with providing phone and e-mail support to address customer cases, the Elster Support team proactively monitors the commercially deployed EnergyAxis systems for schedule performance, network analysis, component errors and exceptions, network capacity information, meter counts, registration counts, monthly reports, run-time usage, CPU usage, memory usage, disk space usage, and logs. 

Also, depending on your preference and the criticality of the question or issue, the EnergyAxis SMA gives you a host of options to optimize your system or resolve issues.

Primary Support Professional – Each EnergyAxis customer has a primary Elster support analyst who learns your system, and works closely with your team to troubleshoot issues and manage system upgrades. Your support analyst is physically located in the North American headquarters and works side-by-side with the Elster engineering and product management team.

Knowledge Database – EnergyAxis customers can research quick answers to simple problems on-line using the User Portal of the EnergyAxis Support System (ESS). The knowledge database includes materials such as release notes, product documentation, and frequently asked questions (FAQ) for basic network, schedule or other troubleshooting.

Refresher Training – Extensive refresher training for system operators, system administrators, and installers is offered at Elster Connect, the annual EnergyAxis user conference. Online webinar training sessions are also offered on a periodic basis. Onsite training updates can optionally be provided.