Product Technical Support

When our clients are asked, "Why do you choose Software Toolbox ?" one of the top reasons given is service and support. Our support engineers have access to real PLCs, multiple computers, and the tools to provide quality support services, whether it be in a complimentary product support situation or a paid consulting engagement. Our clients have a number of service options available to them for product support as well as non-product related technical consultation services.

Online Knowledgebase - the Software Toolbox technical product knowledgebase contains the most detailed online database of technical expertise for component software products for the industrial automation industry.  Access to our technical knowledgebase is free to all prospects and clients and is available 24/hours a day, 7 days a week.  Visit and search the product technical knowledgebase.

Email/Web - Clients with specific questions not already answered by searching the knowledgebase are encouraged to submit them to our support staff via the Personal Assistance system on our knowledgebase site.  Web requests for product technical support submitted in this fashion are receive priority response.  Clients with current support agreements, current product warranties, or an open paid support incident receive first priority for free email/web support requests.  In most cases you will receive a response inside of 1 business day or less to your requests submitted via the Personal Assistance system.

Phone - When you just need to talk to someone our team is here to help our valued clients.  Our customers routinely comment on how pleasantly surprised they are when they call Software Toolbox and “a human answers the phone”.   Free phone support priority is given to clients who have already searched the knowledgebase and clients with current support agreements, current product warranties.   Customers with open paid support incidents are also given priority.  Telephone support is available 8 AM to 5 PM (GMT-5, US Eastern Standard Time), Monday through Friday at +1-704-849-2773.

Paid Software Consulting Services - for product support outside of the product warranty period or without a support contract or for an incident that is not related to the product functionality, our software support services team is available on a paid basis. Our consultants are also available to discuss application specific design considerations or other areas that are not product related but you feel our expertise could add value by shortening your design cycle or preventing costly errors.  Visit our consulting services page for more information and rates.