Praise for S-Matrix Support
S-Matrix always puts our customers first! We take extraordinary pride in how we treat our customers and support our products. S-Matrix is continually praised for our thorough and timely support. Our customers routinely tell us that we support our products better than any other vendor. Here is just one example:
An IT Manager at a major international pharmaceutical company told us that his group interacts with over 600 vendors, and S-Matrix support is far superior to them all. In fact, this customer told us that his company created a new Vendor Support Requirements Document based on our level of service which they now provide to all vendors.
Fusion Pro
S-Matrix provides free Fax and Email support for Fusion Pro. S-Matrix also offers consulting services and on-site user training. These support and service options are described below.
Fusion QbD® Product Suite
S-Matrix provides free technical support for 90 days from the date of installation for all Fusion QbD modules. Thereafter S-Matrix provides technical support under an annually renewable Software Maintenance Agreement (SMA). S-Matrix remote support options include telephone, e-mail, web and fax. S-Matrix also offers consulting services and on-site user training. These support and service options are described below.
Telephone Support
Telephone support is available between the hours of 8:00 a.m. and 5:00 p.m., Pacific Standard Time. The customer support number is 1-707-441-0407.
E-mail Support
Customer support is available 24h via e-mail at support@smatrix.com.
Web Support
Web support sessions should be arranged in advance by contacting S-Matrix support. Requests for Web support should be directed to support@smatrix.com. Web support for on-line help with Fusion QbD automated data exchange with your chromatography data software (CDS) can be set up when Fusion installations can be made accessible from the Web by the user.
Fax Support
The 24h fax support line number is 1-707-441-0410.
Consulting Services
S-Matrix Consulting can ensure proper use of your Fusion module(s) to successfully implement Design of Experiments (DOE) methodology. S-Matrix experts can advise and assist you with any and all aspects of project planning, experiment design, data analysis, historical data mining, as well as interpretation and reporting of results, which will enable you to decrease product or process development time. Contact us at 707-441-0406 or sales@smatrix.com to discuss your consulting requirements and to request a quotation.
On-site and Web Training Programs
S-Matrix Consulting can ensure proper use of your Fusion QbD product module(s) to successfully implement Design of Experiments (DOE) methodology. S-Matrix experts can advise and assist you with any and all aspects of project planning, experiment design, data analysis, historical data mining, as well as interpretation and reporting of results, which will enable you to decrease product or process development time. Contact us at 707-441-0406 or sales@smatrix.com to discuss your consulting requirements and to request a quotation.