Technical Support

Fast, easy online technical support

Benefits

• 24/7 access to select FAQs
• Access to several knowledge articles & videos
• View technical manuals
• Manage software licenses & updates

Cost

None

Single instance of remote technical support

Benefits

• 1-time event of remote technical support with MTS Service via:
  • Submitting a ticket at my.mts.com or
  • Emailing us at Tech.Support@mts.com
• Access to myMTS customer portal

Cost

Per event

Annual coverage to maximize productivity

Benefits

• 12-month access to remote technical support with MTS Service via:
  • Submitting a ticket at my.mts.com or
  • Emailing us at Tech.Support@mts.com
• Access to myMTS customer portal

Cost

Annual

Priority support for eligible customers

Complimentary for customers with any of the following:

• Service Plan
• Software Support Plan
• Warranty on system requiring support
• Extended Warranty on system requiring support

Benefits

• Priority support
• Access to Systems Integration Engineers and Engineering support
• Access to myMTS customer portal
  • See full set of FAQs and knowledge articles
  • Ability to create and view support tickets

MTS Technical Support can provide:

• Technical information such as data sheets and manuals about MTS products.
• Support to identify cause/source of hardware or software malfunction and offer a potential solution. The solution may require paid services or parts purchase.
• Software & Controls Support
  • Investigate suspected bugs and communicate to software developers to verify and fix. Provide a patch when available.
  • Resolve network communication issues within our standard controller network setup.
  • Answer questions regarding the myMTS portal; for example, software download issues.
  • Provide support for technical issues with existing (non-obsolete) software that is not working due to loading, interface, PC communication, etc.
  • Decipher and resolve software warnings and errors. Does not include troubleshooting of test template errors.
• Hardware Support
  • Investigate issues with system under warranty.
  • Determine scope of issue and forward requests to salesperson to provide quotes for onsite services or remote support from an MTS Systems Integration Engineer (SIE).
  • Provide support for technical issues with existing hardware.

MTS Technical Support does not include:

Real-time Support of Documented Procedures

Live phone support or remote computer sessions are not included when written guidance or manuals are available. Many manuals and guidelines can be found on the myMTS portal, or Tech Support can provide the documents. If the documentation is not sufficient to solve the issue, paid service from an MTS FSE or SIE may be required.

Obsolete Product Support

Responding to inquiries about obsolete products is a paid service subject to in-house expertise (if in-house knowledge is still available).

Field Service & Repair

Providing instructions, outside of what is included in manuals, for servicing equipment is a paid service and should be performed by MTS Field Service. Examples include seal changes, calibrations, equipment repairs, etc.

Consulting

Services such as consulting on how to build custom test fixtures or validating proposed test methods are paid services.

Software Downloads or Configuration

Downloading or installing software and implementing or integrating software licenses are paid services. Instructions on how-to configure software settings such as building HWI and station configuration files, are available in MTS manuals. Additional support can be offered as a paid service.

Test Template Creation

Creating or modifying test templates, methods or procedures as well as training on how-to create or modify test templates are paid services offered by our test methods writing group.

Hardware or Software Training

Training is a paid service that can be performed at the customer site, remote or in an MTS classroom. Consult the MTS website for course offering details.

Request for Quotes / Sales Inquiries

Sales inquiries will be forwarded to MTS Sales.

Support from MTS Business Partners

Support provided by MTS Business Partners is not included in MTS Technical Support.