The Powerful Online Support Tool from SURFACE

All systems delivered by SURFACE come with SURFWARE S³, the advanced customer support tool. SURFWARE S³ enables easy and fast online contact to the SURFACE support group.

With two clicks, a support connection can be established. Audiovisual contact to the support engineer simplifies the explanation of the problem. Access to the built-in webcam of most SURFACE tools enables easy demonstration of the problem, e.g. to show indicator lights, mechanical problems, etc. And if needed, the support engineer can also remote-control the client system for deeper troubleshooting.

Key Features of SURFWARE S³

• Fast contact to the SURFACE support group
• Audiovisual support by SURFACE support engineers via internet (TCP/IP)
• Use of the integrated webcam for problem demonstration
• The support engineer can remotely control the system while maintaining audiovisual contact
• Easy troubleshooting of hardware problems
• Fast response time in case of necessary repairs, because a separate visit just for problem diagnosis is no longer necessary
• Customer support for process programming issues
• Built in file transfer: Data logs or screenshots can easily be sent to the support engineer
• Automated documentation of the support call enables easy reference to previous support sessions, avoiding repeated explanation of problems
• Automated software update procedure via internet
• Secure, fully SSH-encrypted communication
• Low bandwidth demand of 120 kbit/s for reliable support even over slow connections

All these features make the support from SURFACE an exceptional value!