Support

At Canary Labs, support is not an after thought, but a key point of differentiation for us. Historian trending tools have grown more complex with the maturity of the industries we serve. Our team of experience technicians not only understand software, they also serve as implementation support, so they understand how the application is utilized. The technicians will work with you to understand your environment and how our solutions are utilized against your business drivers. With this understanding we can quickly and effectively assist with the technical issues, also providing best practice on how to better leverage our solution.

We understand once integrated into your organization, Canary Labs is now a critical application. Our team of dedicated support technicians work closely with the product development group to ensure any necessary technical issues are dealt with immediately. Our mean time to resolution is industry leading at less than one hour.

Standard Support

We are available via email or telephone during business hours between 8:30am and 5:00pm eastern standard time. Every call and email is answered by a trained technical support person, , who can help with every call to our support group. We believe this is the way technical support should be, you will be greeted by a live trained person, no multiple prompts, IVR's or extended wait times on hold!

Create a ticket:

Telephone: 814-793-3770

Value Added Enterprise Support

Each client has different requirements based on criticality of our solution in managing their operations. As a result, Canary Labs provides the following Value Added Enterprise Support solutions where required and feasible.

Remote System Administration

Canary Labs will provide a secure connection to your onsite environment to provide remote diagnostics, fine tuning and modifications as required to meet your changing business need. This service can be provided on a monthly, quarterly, or annual basis. We work with several clients who have unmanned, remote or multiple facilities that require this level of attention.

Onsite System Audits & Performance Tuning

Our team of highly skilled field technicians will perform onsite system audits and performance tuning based on your requirements to ensure you are getting the most out of the application. During this onsite session, Canary Lab will ensure all updates and new releases are installed, along with providing insight to current best practices from your industry. With over 10,000 implementations worldwide, our team transfers this knowledge to help you improve and effectively maintain your environment.

Dedicated Custom Support

Canary Labs will work with you to develop a specific support program to meet your unique requirements based on feasibility, our industry experience and your application. We are confident that we can build a cost effective support program, giving you the extra support you need.