CUSTOMER CARE PLANS
Three Tiers of Support to Meet Your Unique Needs
SmartSights offers a range of Customer Care Plans to help you succeed. From basic email, phone, and remote support to complete mission-critical care for fast problem resolution—we’ve got you covered.
Which Customer Care Plan is Best for My Team?
Basic Customer Care
Always included with a subscription, and the first year is included with a perpetual license.
Premium Customer Care
Can be added to all subscription and perpetual licenses.
Mission Critical Support (MCS)
Can be added to all subscription and perpetual licenses. (North America only)
Customer Care Plan Comparison
| Basic | Premium* | MCS* | |
|---|---|---|---|
| Self-Help Documentation & Videos | |||
| Live Technical Support | Normal | Extended | 24/7/365 |
| Guaranteed SLA Response Time | 3 Hours | 1.5 Hours | 30 Minutes |
| Major Version Upgrade | |||
| Minor Version Upgrade | |||
| License Transfers & Recovery | |||
| Mobile Apps** | |||
| Priority Queuing | |||
| Training & Consulting | |||
| Technical Account Manager | |||
| Installation/ Upgrade Assistance |
*Premium and MCS are only available for WIN-911 and the SmartBundle
**Perpetual Licenses require Premium or MCS for Mobile Apps
Why Choose a
Customer Care Plan?
Continuous Enhancements
As a Customer Care Plan client with a subscription option, you get immediate access to all software and platform upgrades to ensure you are up-to-date on all of the necessary updates and security patches. Clients with a perpetual license will get access to minor version upgrades.
Live Technical Support
As part of your Customer Care Plan tier, you will have access to live expert support technicians via phone/video, email, or remote chat/Teamviewer.
Guaranteed SLA Response Time
Your Customer Care Plan tier includes a Service Level Agreement (SLA) that guarantees a response within a specified timeframe during its hours of operation.
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Basic
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3 hours SLA
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Ticket opened by 2:00pm CST/CET Mon-Fri
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Premium
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1.5 hours SLA
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Ticket opened by 5:30pm CST/CET Mon-Fri
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Mission Critical Support
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30 minutes SLA
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“The greatest value we have realized from MCS is knowing that we have access to the outstanding WIN-911 Technical Support team after regular business hours. With a two hour time difference and a 24-hour operation, MCS provides peace of mind to our stakeholders and technicians.”
Sentinel Peak Resources
Contact
Support Now
You’ll need an up-to-date Customer Care Plan to get phone, email, or remote assistance and provide a valid support code at the point of first contact.
We recommend you start by opening a ticket with our Support Portal — the fastest way to log an issue and access our technical support team.
WIN-911
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- Basic: Monday through Friday, 8:00am–5:00pm CST
- Premium: Monday through Friday, 7:00am–7:00pm CST
- Mission Critical: 7 days per week, 24 hours per day
- Phone: 800.331.8740 x3 or 512.326.1011 x3
Premium Support customers are required to use the Support Portal to open a ticket during extended hours (Monday through Friday 7:00a-8:00a CST & 5:00p-7:00p CST).
XLReporter
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- Basic: Monday through Friday, 8:00am–5:00pm CST
- Phone: 508.520.9957
Only Basic support is available.
WIN-911
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- Basic: Monday through Friday, 8:00am–5:00pm CET
- Premium: Monday through Friday, 7:00am–7:00pm CET
- Phone: +33 (0)6 89 30 36 58
Premium Support customers are required to use the Support Portal to open a ticket during extended hours (Monday through Friday 7:00a-8:00a CET & 5:00p-7:00p CET).
XLReporter
XLReporter is unavailable in EMEA & APAC.
FAQs
SALES
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How can I pay my invoice with my credit card?
To pay an invoice with your credit card, follow the link below and fill out all required fields. You will receive email confirmation upon completion. Please save the confirmation for your records.
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Where can I send my purchase orders to?
You can send your PO to [email protected]
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What is SmartSights’ mailing address?
SmartSights
PO Box 19229
Austin, TX 78760 -
Where can I request SmartSights’s W9?
You can request our W9 by emailing [email protected]
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When does my Customer Care Plan clock start to run?
Upon purchase, your one year of Customer Care Plan Support begins. Once the form is filled out, WIN-911 will send you your custom License Activation Key.
SmartSights Solutions
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Where can I download a demo version of WIN-911 or XLReporter?
Please fill out the form and click “SUBMIT”. After submitting you will be redirected to a new webpage with a .zip file to complete your download.
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How will we be notified of our subscription expiration?
- We will send multiple emails at 120, 90, and 45 days ahead of your renewal date
- We will also send alerts within the application of the pending expiration.
- Warning Banners will appear in Workspace and Control Center for the final 14 days of the license subscription
- Notifications will be sent out to all Contacts at 30-days, 15-days, and the final 8-days
- Once expired, a grace period will run for 7-days, but all alarms will use the Notify All NP
- After 7-days, it will stop functioning
WIN-911 Mobile
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What license level is WIN-911 Mobile available with?
WIN-911 Mobile is available with our Basic, Pro and Ultimate level subscriptions.
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How many WIN-911 Mobile app logins do I receive with Pro or Ultimate level subscriptions?
If you purchase a Pro subscription, you receive 10 mobile app logins. If you purchase an Ultimate subscription, you receive 25 mobile app logins.
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Can I purchase additional WIN-911 Mobile app logins if I need more than the standard amount offered with Pro or Ultimate subscriptions?
Yes, you can purchase additional WIN-911 Mobile app logins in sets of 10 as needed. To purchase additional WIN-911 Mobile app logins please contact our sales team at 512.326.1011.
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Is WIN-911 Mobile available with a free trial?
Yes, the WIN-911 Mobile App is available with a free trial. To receive a temporary mobile gateway please fill out the form below and check the “Send me a Mobile Gateway account” box, then click SUBMIT. A SmartSights sales representative will reach out to you with your temporary WIN-911 Mobile Credentials.
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Where can I learn more about the WIN-911 Mobile app?
To learn more about the features offered within the WIN-911 Mobile App follow the link below or contact a member of our sales team at 512.326.1011.
TECHNICAL
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How do I find my WIN-911 serial # or CD tracking #?
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How do I request an MXAccess license for use with my AVEVA system platform SCADA?
You will need to start a support ticket and note the system platform version you are using. Once completed our support team will send you the correct license version.
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How do I transfer my license to a new machine?
