With support offices around the world, speaking more than eight languages, our exceptional support team is focused on solving problems and discovering ways to further enhance productivity. We don’t just answer questions, we dedicate ourselves to your success.
Whether you need on-line, phone, or face-to-face support, we have the resources to help you be successful.
LOCAL SUPPORT NETWORK
As our customer base spans the globe, to facilitate this collaboration, Zuken has developed a network of localized experts and resellers, providing outstanding 1st line support, training and advice to you and your organization. Zuken works closely with its resellers to share both product and industry knowledge, ensuring the service you receive is always best in class.
BACKED BY OVER 40 YEARS OF EXPERIENCE
Your 1st line support will aim to act promptly and accurately to any queries you may have, but in the event they are unable to resolve your specific problem, or simply need further assistance, Zuken provides internal 2nd line support staff. The 2nd line support agents have extensive industry and product knowledge, interfacing directly with the software development teams. You can rest assured that no matter the size of your organization, Zuken is always here to support you.
eCADSTAR SUPPORT INCLUDES
Zuken Global Support Website (ZGS)
Our Global Support website (ZGS) is aimed at providing an enhanced service to you, our customers. ZGS creates one unified global support site. This site is supported by a global R&D infrastructure to ensure your issues are resolved swiftly and to the best ability of Zuken as a global organization.
ZGS features include:*
- Logical interface with improved usability and context-driven content
- Enhanced call logging and management with ‘real-time’ management
- Software downloads area
- Knowledge base and detailed product information, detailing descriptions and features
- Product update alerts for new software releases
- OnLine Libraries
- System Requirements definition
- Worldwide SSL encryption
* NOTE, some features are not currently available across all products – contact your Zuken Account Manager for more information.
Design times are critical, you have targets to meet, you cannot afford to spend time investigating a possible solution. With Zuken’s comprehensive maintenance program you have 24-hour on-line support, along with expert support from your local help desk and the latest Zuken software updates.
Our Maintenance Program Sets the Standard for EDA Products and Services
As one of the world’s leading suppliers of Electronic Product Design Automation software systems, we understand that our customers need to gain the maximum advantage from their investments in design solutions. They demand it. That’s why Zuken continues to pioneer new standards for EDA customer service.
Zuken is committed to productivity improvements through:
- regular product updates
- comprehensive help-desk technical assistance
- interactive information exchange
- a range of value-added services
Customer Care Charter
Our service mission is not only to satisfy the needs of our customers but to consistently exceed those needs.
Our customer service teams deliver the facts — a refreshing change in today’s world. We guarantee to keep customers informed about:
- new products and their benefits
- product updates and new features
- help desk calls
- defects, throughout their life cycle
Fast Response Times
Zuken’s advanced quality assurance program tracks and measures:
- telephone response rates
- hotline closure time
- defect fix rates
This results in continuous improvement of our services. In fact, 95% of all help desk calls are responded to within 2 hours by an experienced technical applications engineer.
Dedicated Technical Expertise
Zuken has a wealth of experienced application specialists and engineers who are available to:
- investigate customers help-desk calls
- answer product or technical questions
- help resolve design issues
Replacement Policy for Damaged and Lost License Files or Dongles
Zuken maintains its right to protect its intellectual property by using modern advances in software protection against un-authorized use and software piracy.
In case a license file is lost or a Dongle is stolen or becomes defective, eCADSTAR’s Replacement Policy for Damaged and Lost License Files or Dongles shall apply.