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Welcome to the new SureService Customer Support Web Site! |
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Here are answers to the most frequently asked questions about using the site and
available information. |
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Q: Will users be able to use the same password for the Foundation Support and Guardian Support login pages?
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A: Yes. In fact they both use the same account.
Links have been added to both the Foundation Support (“Guardian Dashboard”)
and Guardian Support (under the Resources tab, “Foundation Support Site”)
websites to enable jumps in either direction without the need for repeating a log in.
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Q: How do I log on to the site?
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A: If you do not have an account then you will need to request one. You can request one by clicking on the
I'm a new user link on the Welcome tab. This will take you to a page title Guardian. Enter your information and press
Submit Account Request. This will allow you to be setup after a review of your information.
Note: During the initial launch
of the new site you should have received an email with your new user credentials. Please refer to this email for your new log in and password.
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Q: How do I edit my User Profile to add my systems?
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A: Once you have your username and password,
you may at any time edit your user profile information (after logging in), by
selecting the "Edit My Profile" link on the Welcome Tab.
This will take you to a page called My Guardian Profile. You should edit your
information here and press Update. After you are done, click on the Resources tab adn then the
Foundation Support Site link to return to this site. |
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Q: Why are some of the links grayed out?
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A: Only limited information is available to the
general public. Full site content is made available through Foundation Support enrollment.
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Q: What information can I see about my system?
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A: A wide variety of information is available on
the site. You can see:
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All Knowledge Base Articles for your product line
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Contact Names of individuals associated with your system
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Support and Warranty expiration dates
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Who the Software and Safety Contacts are for your system
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When your support was activated
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When your system was registered
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What we have recorded as 3rd party interfaces with your system
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Life Cycle status spreadsheets for every module in every product line
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Books Online (versions v6.3 and v7.3 for DeltaV)
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Product Manuals
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Product Data Sheets
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Whitepapers
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Q: How do I use the Google™ search engine?
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A: The Google™ search engine can be used with or
without logging in. When not logged in, the scope of the search is limited to public
product information. After logging in, as long as you have associated one of your
Foundation Support-covered system identification numbers with your user profile,
the scope of the search will include public product information, Knowledge Base
Articles and product documentation. By selecting the Advanced Search link the scope
of your search can be expanded even more, or limited to only those sources you select.
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Q: Can I submit my technical support issue from
the site?
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A: Yes, after logging in, a technical support issue
can be submitted by selecting the "Submit Support Request" link on the appropriate
product line tab. Please note that responses to technical support issues submitted
from the site will normally occur within one business day. Issues requiring a faster
response time should be communicated through a telephone call to either your local
Emerson support company or the Emerson Global Service Center. A link titled "Technical
Phone Support" is provided to assist you in finding the appropriate phone numbers
to call.
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Q: Can I order software for my system from the site?
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A: Some software is available to order from the
site. This is primarily limited to PROVOX and RS3. Software upgrades for DeltaV
and AMS Suite are automatically provided and shipped to Foundation Support customers.
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Q: Can I view Knowledgebase Articles?
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A: As a Foundation Support customer, you have access
to all Knowledge Base Articles for your product line where you have
active foundation support. Knowledge Base Articles can be searched by Category
or by Revision.
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Q: Can I download software?
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A: Certain types of software can be downloaded from
the site, including copies of license files that you have purchased for your system
(DeltaV), download files for issue resolution, and downloadable tools that are designed,
among other things, to provide you with a guide for reducing configuration time.
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Q: What other resources are available on the site?
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A: Links are provided on the site to a variety of
resources, including a link to Emerson Educational Services, PlantWeb University,
Fieldbus.org and the PlantWeb-Fieldbus Documentation Center. Our goal is to provide
you with an informative, user-friendly site. We welcome your comments and suggestions
on how we can better meet your needs. You can submit your comments and suggestions
via email, by clicking on the link Web Site Suggestions.
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