The Emerson Experts at your service

The Emerson Support Team is the true added value.
Experts always available to assist you in your every need.

Partnership start with providing services

Every designer knows that having an excellent product is not enough. A software platform requires adequate technical services that respond quickly and effectively with the right solutions to whatever problem being experienced.

A Technical Support Team at your service

Personalized Consultancy

Upgrade policy for the entire product life cycle

Learning, Training, Courses, Workshops

Pre-Sales and Post-Sales Customer Support

Website complete with all developers tools

Need to contact Technical Support?

Open a Support Ticket.

Need technical support?

The Emerson Techical Support Service is composed of highly qualified experts working in close connection with the Emerson Developer Team. In order to ensure an effective and efficient service to all users, the support service is regulated by specific procedures. Please refer to Service Access terms.

Already a customer?

Log in and access your Reserved Area

Not a customer?

Contact our sales office

We are at your disposal for further information

Technical Support Subscription

The Emerson’s Technical Support Team is available to all users who have subscribed to a Service Agreement.

Please refer to the Service Access terms.

Basic Support

Basic Support allows you access by opening a ticket via email. It comes included for new customers who purchase the DEV Editor License and is valid for 12 months.

 

  • Basic support offers access to Emerson’s Web Portal and the Email Ticket Service. There is no limit on the number of tickets that can be used and provides an annual service maximum of 10 hours.
  • When the support case is identified as a product problem (non-compliance or bug), it will not be counted and deducted from the hours of service credited to the customer.
  • Access to the Support Service is regulated by traceability procedures by which each support is identified by a Case number along with other parameters that include the applicant’s name, the technician assigned the case, and the opening and closing dates.
  • When the customer reaches or exceeds the limit of hours provided in the contract, they can renew it by referring to the official price list.
Show more

Pro Support

The Pro Support extends the Basic Support to include access to the Help Desk for support over the phone with Emerson Team experts.

 

 

  • The Pro Support offers an additional Help Desk telephone service. The number of tickets is unlimited with a maximum total of 20 hours service annually.
  • The Service is directly managed by the Emerson technicians who are highly qualified to give support and assistance with the Emerson software products using the Hot Line telephone service.
  • When the support case is identified as a product problem (non-compliance or bug), it will not be counted and deducted from the hours of service credited to the customer.
  • Access to the Support Service is regulated by traceability procedures by which each support is identified by a Case number along with other parameters that include the applicant’s name, the technician assigned the case, and the opening and closing dates.
  • When the customer reaches or exceeds the limit of hours provided in the contract, they can renew it by referring to the official price list.
Show more

Pay Per Incident

The Support Services can be accessed by anyone on demand by pre-purchasing one or more tickets as needed on a “Pay Per Incident” basis. This method can be used by email or by using the Help Desk.


  • The purchase of Help Desk Tickets allows the customer to gain access to the telephone service on demand even for single cases.
  • This solution allows customers to purchase one or more Tickets on demand without subscribing to a Support contract. These Tickets are valid for one year.
  • The Tickets define and track the Support Service.  Each request for support determines the opening of a Case (identified, tracked and numbered), which is recorded by the technician upon receiving the request.  Each Case is tracked from its opening data to its closing date with details of its progress.
  • When the customer’s problem has been solved, the Case is closed and the Ticket therefore consumed.  The technician assigned the case will responsible for following the case through by taking the time needed to process and resolve it.
  • Each customer has a certain number of hours available regardless of how many Tickets they open.  The Service counts the amount of time actually spent to solve each case despite the number of tickets that are open.

Show more

Technical Support

The Technical Support Service is reserved for customers who have an Editor License.

By purchasing the Editor License, you gain access to the Technical Support Service (Service Agreement SA), which can then be renewed or extended, according to the procedures defined by Emerson.

The Emerson Technical Support Services are run by a team of highly qualified expert engineers who work alongside the Emerson R&D department. The support services are regulated by a system to ensure that users get the best out of them. This system ensures that customers, the Movicon users, have full accessibility to these services and kept informed on the ongoing technical support procedures. In order for these services to function effectively and efficiently, these procedures should be respected with the full collaboration of those involved to the best interests of all.

Table of Services

Customer service
NO DEV
DEV
SA Basic
SA PRO
TCK
Web Forum
1st Year
Web Support Portal
1st Year
“Basic” e-mail support service
1st Year
“Pro” phone support service
Remote Access support
Priority Hot Line
“Service Pack” updates
  • NO DEV = Users without development license (Editor).
  • DEV = Users with development license (Editor).
  • SA Basic = Yearly Subscription to Basic Support Service (Service Agreement SA).
  • SA Pro = Yearly Subscription to Professional Support Service(Service Agreement SA).
  • TCK = Users with Pay Per Incident ticket.

The latest news and innovations from the world of Emerson.
Subscribe to our newsletter and stay updated.