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Technical Support

We offer different levels of technical support, all of which provide dependable and timely resolution of technical inquiries. Clients can access our technical support program through telephone or by submitting support requests through email. Our dedicated team of support staff are professionally trained, and focused on delivering high-level customer support. Technical support is available during normal business hours (8:30am to 5:30pm from Monday to Friday).

Types of Technical Support.

  1. Software Installation & Configuration
  2. Hardware Setup & Configuration
  3. Hardware Fault Diagnosis
  4. Firmware & Software Updates 

Hexagon Geospatial Software Maintenance Program

The Hexagon Geospatial Software Maintenance (SWM), is a comprehensive support program available to all customers on a yearly subscription basis and commences upon purchase of a subscription. The Software Maintenance program provides quick, thorough assistance to specific issues, involving the client in the process. The software maintenance programme includes the following benefits:

  • Software Upgrades: Automatic upgrades are part of the Software Maintenance program, ensuring you have the most up-to-date version of your software. Software updates are released in the form of fixes, services packs, and full releases. When a new version of a product is released, it is delivered to customers with current Software Maintenance contracts via Internet download. Service packs are delivered via Internet download. Licenses must be under Software Maintenance to transfer to another machine or platform of equal value. In other situations, licenses may be transferred for a fee.
  • Technical Support: Technical support assist with installation, licensing, and configuration, as well as helping to resolve technical issues the client may encounter. Every technical support engineer has access to a team of technology experts from both a functional and technical perspective.

The benefits of the Software Maintenance Program include:

  • User Training: Two (2) members of staff qualify for FREE annual training on the software for a duration of 4 days at our offices in Nairobi.
  • License Re-host: The client is allowed two free license re-hosts per year which is useful in case they change their license server or format their license server.

Useful Links

Downloads

Frequently Asked Questions (FAQ’s)

Support Items

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