The Customer Support team provides rapid response to address client questions and maintenance items. In addition, the Support team works with product development to incorporate customer feedback and experience into future product enhancements.
The Customer Support team utilizes a centralized call center and Help Desk to ensure prompt response and resolution to questions and issues. Support is provided via the hotline at US 1.800.FORMTEK (1.800.367.6835) and by e-mail at firstname.lastname@example.org.
Support is also provided through the Formtek website, www.formtek.com. Formtek customers under maintenance are provided a user ID and password to access the Formtek Online Support system. Here customers can log issues and access software updates and product documentation.
The Customer Support team uses the Formtek Online Support system to track all calls. Customer contacts are logged and their status tracked from initial contact through resolution. Each customer call or e-mail is assigned a Customer Services Request (CSR) number and is tracked through the disposition process. Calls are categorized by their level of severity, reviewed, and assigned a disposition plan. Customers are provided with progress updates until the question is fully answered or issue resolved.
All Formtek | Orion products and business application solutions include a 90-day warranty period with the initial delivery. Post warranty software maintenance includes product support and software product upgrades. Terms and conditions are detailed in the Formtek Software Licensing Agreement.