Support Center

We offer you convenience and a staff of dedicated professionals who are ready to help you with your implementation, training and support needs.

Support

Maintenance Support Plans

AIM provides two types of maintenance support plans, Standard Support and Extended Duty Support. Both plans cover the AIM Vision suite of products. In addition to these formal plans, AIM provides first line support on our partner’s software, such as Microsoft Dynamics® GP and Cebos’ MQ1 Quality Management applications. Whether your organization needs Standard Support or Extended Duty Support AIM will work with you to select the right mix of Support Maintenance to fit your business needs.

Because of our cooperative community orientation in managing support, our Maintenance Plans include much more than just support. Being on an AIM Maintenance Plan provides special entitlements and privileges bundled into our comprehensive support plan.

Continuous Online Support

Support portal is available to you 24×7 to log incidents, download revision or service packs, or find information regarding software enhancements and documentation.

Telephone Access

During your support plan coverage hours, you may contact our support team via phone.

Remote Access

We can access your system remotely in order to facilitate the resolution of complex issues. You can authorize access on a per incident basis, or allow unrestricted access for AIM Support. We require users to be available to discuss the details of the specific incident under investigation.

Updates

Base Notification

We will notify you via email of software announcements, customer and industry mandated changes, periodic process instructions and special events. You can specify as many resources as needed to receive such Base Notifications.

User Advisory Committee Meeting

User Advisory Committee or UAC Meetings give you the opportunity to play an active role in the design of the software. It allows you to express your specific needs which helps guarantee the software revision includes elements that insure a successful implementation at your plant.

Beta Site

Maintenance customers, and especially active UAC members, are invited to be a Beta Site participant. These early adopters have an opportunity to obtain advance access to the new products and be able to offer input to our product development team.

Revision Upgrades

You will have access to enhancements, new features, software changes, and documentation updates with each new revision. Revision notes are provided in advance to alert you to what is new in the release.

Service Packs

Service Packs are released between Revision Upgrades. These may include updates, additional enhancements and software corrections.