Rapid-response services get your product questions answered quickly and keep your Plex Manufacturing Cloud driving business results.
Rapid Time to Success
Our customer care agents know manufacturing, and they know how the Plex Manufacturing Cloud supports your business operations. Our goal is to be responsive and answer your questions quickly and accurately. Our greater purpose is to transform every customer call into a successful resolution in the shortest time possible.
Focus on You
Our manufacturing experts on the support line make it effortless to resolve your business issues— not just what buttons to click. We focus on you with empathy because we understand the urgency you feel when your production is challenged.
We are committed to your continuous improvement with our premium Monthly Mentoring Sessions (Gold and Platinum Care) to help you keep abreast of the latest capabilities continuously added to Plex. Our premium annual business review (Platinum Care) includes a dedicated technical account manager who knows your business and works with you to ensure your continued success.
“Programming, maintenance and security functions are managed by Plex. We know that we have experts handling things, so that’s one less burden for us.” Molly Hunting, IT Manager, Shape Corporation
Support the Way You Want It
We offer you a choice in how you engage with Customer Care — from the included Silver Care program to our higher touch Gold and Platinum programs that offer a more personalized and intimate support experience. Choose the one that’s right for your business needs.
Silver Care is included with every Plex module for coverage during critical hours of operation.
- High-touch support program with two authorized support contacts
- Real manufacturing professionals on the Customer Care team who speak the local language of your facility
- 24/7 system monitoring
- 24/7 online case access
- Support lines open 24/5 for coverage during normal business hours
Gold Care is a higher touch offering with quicker response time, uninterrupted support hours and monthly mentoring sessions.
- Premium level of care designed for mid- to large-sized customers
- Quicker response time, more authorized contacts and 24/7 coverage
- Live phone case submission
- Four authorized support contacts
- Monthly mentoring sessions
- Quarterly support services review
Platinum Care is our highest touch program offering greater intimacy with your Plex deployment.
- Designed for mid- to large-sized customers with the most demanding business needs
- All Gold Care services plus a dedicated support manager
- Annual business review
- Available via phone, our on-line incident management system, or scheduled on-site visits.