Total Support from Primagest

We Provide Total Support for
Your
Peace of Mind

Primagest provides easy support services based on various contracts in order to ensure that our customers can always use our systems in a satisfactory manner.

We Offer the Following Support Services

System/Software

Consultation
System failure support
Software version upgrades

Hardware

Hardware / Consultation
Product failure support
Periodic product inspections Other

Support Services

[System/Software Support Services]

(1) Various consultations: We provide support for consultations regarding operation, settings, etc. of the target program by telephone, e-mail, or in writing.

(2) System failure support: The call center manages and responds to system failures. Upon receiving a failure notification from the customer, we will isolate the problem, restore the system, or provide a workaround to resolve the problem appropriately (support hours are flexible depending on the contract).

(3) Support Methods: On-site support:
We dispatch engineers to the site to investigate the problem and provide support.
Remote maintenance environment support:
We provide remote support by setting up a customer maintenance environment at our support location.
Telephone and e-mail support:
We provide consultations and support by telephone and e-mail.

(4) Various software version upgrades: Major version upgrade:
We provide major version-up versions at a special rate.
*Major version refers to the first number of the version number.
Minor version upgrade:
We will provide media for minor version-up versions.
Trade-up service:
We will provide a trade-up version of the software on a computer (platform) running the target software. When there is a change in the computer (platform) on which the software is running, we will provide the corresponding software at a special price. (Software not covered by the service will be specified in the maintenance agreement.)
For third-party software, we will follow the vendor's standards.

[Hardware Support Service]

(1) Various consultations: We provide support for consultations regarding operation, settings, etc. of the target equipment by telephone, e-mail, or in writing.

(2) Product failure support: The call center manages and responds to product failures. Upon receiving a failure notification from the customer, we will isolate the problem, provide telephone support, conduct an investigation, adjust or replace the defective part, and repair the product.

(3) Periodic inspection of products: We conduct periodic product inspections to prevent failures before they occur.

(4) Support services related to postal solutions: Periodic inspections and troubleshooting for postage meters, opening machines, and inserting and sealing machines used in our postal solutions.

(5) Operational support: We dispatch various support and maintenance personnel for on-site operations to provide operational support for our customers (training for system and equipment operators, preparation and provision of manuals).

(6) Earthquake support: Earthquake support service for customer centers (installation of floor fixing devices)

(7) Sales of supplies: Supplies related to our systems can be ordered under centralized management (e. g., tapes and toners for backup equipment).

(8) Sales of operational support products: Sales and maintenance of peripheral devices that improve operational efficiency, such as printers, joggers, etc.

Support System

The call center receives calls and inquiries from customers and immediately registers them in the customer support information database while making emergency contact with the department in charge. The database is used to accumulate and share fault information together with our engineers to improve our services.

System/software inquiries are also accepted at the call center. The response is handled by the Primagest System Support Group, which coordinates with the Hardware Support Group as necessary.

The call center also manages the progress of the work, coordinates with the customer and various related departments, and collects and distributes information that can be used for future correspondence.