If you are not sure where you purchased your product, please contact us by phone at +1 800 551 1016 or +1 602 438 5720 or electronically on ecc-cncenter@emerson.com. Please have the serial number of your product at hand prior to placing your call or email.

For 90 days from initial product shipment or GA date (whichever is later), you are entitled to the New User support program with value-based technical support from our team of experts. They can assist you with hardware product information, product usage issues and incident resolution, which may involve problem determination, analysis and diagnosis. GTAC can provide standard support for Emerson software, including information on product configuration and usage, maintenance releases and updates. We evaluate information regarding an issue and provide guidance and troubleshooting assistance to aid in problem resolution. Once this program expires, you will be serviced under Standard Support. Standard Support offers support on severe issues only, no resolution or response times and basic access to our Customer Resource Center (CRC) portal.

If Standard Support does not meet the needs of your business, Emerson Embedded Computing offers a number of different Technical Support Programs that have been structured to provide varying levels of support based on specific customer requirements. 

Silver Support: Value and Commitment
The Silver Support program provides you direct telephone and electronic access to our support staff. We offer you formalized response times including a 60-minute response time goal to critical problems. You also receive access for up to 10 authorized contacts to report problems or submit questions electronically to GTAC through our Customer Resource Center (CRC) portal.

Our support team can assist you with hardware product information, product usage issues and incident resolution, which may involve problem determination, analysis and diagnosis. GTAC also provides standard support for Emerson software, including information on product configuration and usage compatibility issues, as well as hardware and software maintenance releases and updates. Our GTAC engineers use a formal escalation process for obtaining further levels of engineering support.

Further Enhanced programs and additional support options are available to meet customer-specific requirements.

Gold Support: Rapid Response
With our Gold Support program, you receive direct telephone or electronic access to our Global Technical Assistance Center equipped to provide you with mission-critical technical assistance 24 hours a day, 365 days a year.

Gold-level support offers around-the-clock formalized response time goals including a 60-minute response time goal to critical problems and escalation management. With this program, you receive access for up to 20 authorized contacts to report problems or submit questions electronically to GTAC via the online Customer Resource Center (CRC) Web portal.

Our support team can assist you with hardware product information, revision control information, product usage issues and incident resolution, which may involve problem determination, analysis and diagnosis. GTAC can provide support for Emerson software, including information on product configuration and usage, maintenance releases and updates.

GTAC uses a formal escalation process for obtaining further levels of engineering support. With our Gold Support program, a Technical Account Manager (TAM) can be assigned to ensure effective communication between our support teams. Your TAM will meet with you periodically to discuss service issues and help facilitate incident resolution and escalation. TAMs work to ensure that all processes and your contracted services meet your needs.

View more information on our complete suite of Solution Services that deliver critical lifecycle support during the Design, Deployment and Renewal phase.