support overview
INTRODUCTORY SUPPORT PHASE
STANDARD SUPPORT PHASE
SUPPORT CONTINUANCE PHASE
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GLOBAL SERVICES
Whatever your most urgent challenges – maximizing uptime, introducing new processes or components, radically reshaping your assembly capabilities – Universal Instruments’ Global Services are here to deliver answers. We have over 50 years’ experience supporting electronic manufacturers operating at the frontiers of assembly technology and a global infrastructure of field engineers, application engineers and trainers to implement that knowledge to get the most out of your investment.
ADDITIONAL RESOURCES
PRODUCT TRAINING
SOFTWARE SUPPORT
PRODUCT SUPPORT STATUS
SUPPORT RESOURCES
INTRODUCTORY SUPPORT PHASE
- Equipment Assessment – Validates OEM performance versus specifications via comprehensive inspection and performance report. Can also remove the risk associated with second-user equipment purchases.
- Site Preparation – Our experts can configure your line for maximum productivity. Prior to installation, our site preparation survey removes fundamental barriers to a smooth transition.
- Installation and Startup – Reduces the learning curve, builds confidence, and helps implement advanced capabilities. Services include additional training and product setups, advanced hands-on practice, and ramp-up support. Standard (free of charge), Premium, and Custom services available.
- Tailored Training – Customized training schedules utilize local Universal training centers, onsite training, and web-based training materials. Added-value services include customized content, native language training, and certification.
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STANDARD SUPPORT PHASE
- Process Development and Design – Including new technology implementation, advanced process development, material selection, process parameters, board and component design, prototype build, and complete turnkey solutions.
- Site Support – Including diagnostics and repair, regular audits, applications support, machine enhancements, and technical support.
- Technical Support – Including free 8 x 5 telephone / email support for active products, premium 24 x 7 support, knowledge 24 x 7 at myUniversal, software downloads, and second-user equipment support.
- Block Service – Provides a reserve of support time (blocks) at scaled discount rates to use for virtually any service requirement. A flexible, convenient and responsive option.
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SUPPORT CONTINUANCE PHASE
- Support Continuance – A customized support package that extends selected services beyond the new-machine warranty period to maximize return on investment for owners of out-of-warranty or second-user equipment. Our experts will create a program that meets specific technical and budget requirements. From a comprehensive evaluation, we will formulate an action plan to ensure your equipment is running its best.
- Extended Warranty – Extended Warranty – Extended Warranty services are packaged into two Metals Value Program (MVP) support programs that allow the selection of service options based on your specific support needs. You get the services you want without paying for those you don’t. MVP package options include Gold and Silver levels, each with varying degrees of support.
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SOFTWARE SUPPORT
QUICK LINKS
SUPPORT RESOURCES
Contact Support
Universal Instruments’ Technical Support specialists help ensure the highest level of productivity from all Universal assembly equipment. Technical support is offered free of charge for all equipment with active support status. To determine whether your equipment is ‘active’, view the Product Support Status list or contact one of our technical support specialists.
- Contact Us – Global telephone and email contact information
- Technical Support Request Form – Universal Technical Support is available to assist registered customers with software issues, troubleshooting, part number identification, and other forms of assistance using Universal products
- Product Support Status – A complete listing of all Universal Instruments equipment with active support status
MyUniversal
MyUniversal is a secure, customized area of Universal’s web site that gives you access to personalized applications and information for your company. MyUniversal.com provides online tools that will allow you to quickly access useful information 24 hours a day, seven days a week from anywhere in the world. Resources include Knowledge Base Troubleshooting Guides for SM and IM products, product documentation, software revision notes, and product updates.
- Product Documentation – (Requires MyUniversal account)
- Log In or Manage My Account – Log into your myUniversal account or edit your personal profile page
- Register – Register for a myUniversal account and establish a user name and password
- Recover Your Password – Helpful hints to remember your user name and password
Software Support
Universal Instruments offers a wide range of software support options from an experienced technical support staff. Our secure software sites are available for registered MyUniversal accounts. Register as a MyUniversal customer and gain access to software revision notes, machine software updates and upgrades and various other tools. MyUniversal customers receive auto-notification emails when revision notes or known issues are posted. For software license terms and conditions, please download the agreement from this page.
- Software Revision Notes – Registered MyUniversal account users can access software revision notes, known issues, and after upgrade procedures
CONTACT GLOBAL SERVICES
DIRECT CONTACTS
US & CANADA
Carlos Contreras
Customer Service Manager
Phone: +1 607.240.7323
Phone: +1 800.842.9732 (Technical Support)
carlos.contreras@uic.com
MEXICO
Cesar Rodriguez
Customer Service Manager
Phone: +52 614.406.8172
rodriguc@uic.com
ASIA (INCLUDING JAPAN, KOREA & VIETNAM)
Jimmy Wang
Customer Service Manager
Phone: +86 139-1540-5617
wanght@uic.com
SOUTHEAST ASIA
Milind Patil
Customer Service Manager
Phone: +91 98 8640 4948
patil@uic.com
EUROPE, MIDDLE EAST & AFRICA
Miloslav Pirohar
Customer Service Manager
Phone: +421.903.715003
pirohar@uic.com