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Technical Support


Standard Support

If you have any questions or having difficulty in using one of our products, our technical support department stands ready to assist you. We are available via email or telephone during regular business hours between 8:30 am and 5:00 pm US eastern time. We are committed to finding a solution to your problem in a timely manner.

Email technical support: This e-mail address is being protected from spambots. You need JavaScript enabled to view it
Telephone: 814-793-3770

Canary clients who are covered by a support and maintenance agreement will need to provide the product serial number to receive technical support.

Check list of initial information that our technical support people will need from you:

  • Product Serial Number (found on your CD or the license administrator).
  • Version Information (from the program about box).
  • Computer OS version and service pack level, amount of CPU memory.
  • Problem Description and sequence of events leading up to the problem.
  • Any information that appears in error messages.
  • The Canary Error Log file (access via applications Help menu - View Error Log).
  • System Environment (OPC servers and version numbers, HMI system and version number).

Custom Support

Canary Labs will work with you to develop a specific support program to meet your unique requirements. We are confident that we can build a cost effective support program, giving you the extra level of support you need.

" I ran your product side-by-side with existing CIM/21 machine in the Canandaigua plant and was impressed with the ease of setup and fast data retrieval. Thanks for the excellent product. I've really enjoyed setting it up and realizing immediate positive results ... And I don't miss the week-long training sessions I went through for PI and Aspen either. Thanks again. "

Ed McGlynn, Pactive Corporation