Our support service is directly linked to the license of a product that was purchased from us.
The supported products include

- AIP - alerting system
- JUNE5 ECO System (including J5 Base System, J5 WebReport, J5 Gate with ODP Retrofit, J5 DataTrans)
- ACRON (DataForum)
- IRMA® (Achtwerk)
- atvise® (Bachmann)

Full support requires that you are fully registered as a customer , that you provide us with the relevant license number and, if applicable, the installation location, and that you have experience in using the software.

Support requests always refer to the latest product version. For older, still supported versions, we offer "Consulting Support" charged on an hourly basis.

Please note that separate case numbers are required for different requests in order to provide efficient assistance.

Support is available on working days (Mon - Fri) from 9:00 - 12:00 and 13:00 - 16:00.

License holders of our products (e.g. JUNE5 ECO System, AIP, ACRON) benefit from free support via e-mail(support@automation.team) or telephone(+43 512 272 271 99).

If you have not booked "Consulting Support", your inquiries will be processed according to the order and capacity of our team. The response time varies depending on the complexity of your question and may require internal arrangements.

Questions about the latest product versions are usually answered more quickly. However, our support aims to provide support for all active versions as long as they are not marked as EOL/EOS (end of life) .

For more direct or specialized support, we recommend our "Consulting Support" on an hourly basis or an individual contract.

The response time refers to the period from the submission of your request to the first feedback from Support, whether through specific inquiries or initial information. It is the guaranteed time in which Industrial Automation Support begins to respond and endeavors to resolve the issue quickly.

With "FreeSupport" there are no fixed response times. Depending on availability, our support team will endeavor to process your questions as quickly as possible.

An active Secure contract guarantees you the right to the latest product version, which is particularly advantageous if you frequently change operating systems and update your system IT.

You also benefit from preferential treatment for support requests.

The efficiency of our support service is increased by the continuous work of the contact person with the product, adjustments in the parameterization and the support of the IT infrastructure in the operational area.

Secure contracts only grant the right to software updates.

The update right, part of the Secure Contract, allows the customer to always use the latest product version made available by Industrial Automation via special downloads during the term of the contract.

It does not include any additional services.