The Formtek Customer Support team provides rapid response to address client questions and product support issues. 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 Help Desk and ticketing system to ensure prompt response and resolution to questions and issues. Support is provided via the Formtek Support Portal located at https://support.formtek.com and via e-mail sent to firstname.lastname@example.org.
Formtek customers under maintenance are provided a user ID and password to access the Formtek Support Portal. Here customers can access and download software and product documentation, as well as submit support requests.
Support requests are logged and their status tracked from initial issue submittal through resolution. Each request submitted via the Support Portal or via e-mail is assigned a unique issue number, categorized by their level of severity, and tracked throughout the disposition process. Issues are reviewed as they are submitted and assigned to a Support engineer. Customers are provided with progress updates until the question is fully answered or issue resolved, after which the ticket status is changed to “Closed”.
All Formtek products are licensed as an annual subscription that includes support, or as a perpetual license and annual support (maintenance). Software support includes product support, patches and software product updates. Terms and conditions are detailed in the Formtek Software Licensing Agreement.