Global Client Support Center
Intelligent Answers for Intelligent Automation
The IPS Global Client Support Center now supports Eurotherm, Foxboro, SimSci-Esscor, and Triconex product lines. Your service requirements are supported by dedicated experienced technical support personnel that can be reached via the central contact points listed below.
When you contact an IPS Global Client Support Center, you are on a fast track to receiving a prompt, efficient response. We have implemented a number of key processes to assure timely delivery of high-quality support solutions. Whether seeking general information, technical assistance, training registration, material support, on-site support or response to another concern, our customers always receive the highest attention and priority appropriate to the reported situation.
Your reported situation is tracked to its resolution to ensure our response is appropriate and timely.
You deserve intelligent answers.
That's why we created our network of Global Client Support Centers strategically located in North America, Europe and Asia to provide around the clock support around the globe. Each center is fully staffed during normal working hours. Off hours, we maintain 24-hour, 7-day response coverage. Additionally, satellite service offices are linked to the primary centers to provide local support.
Our Goal is to make it simple, easy - and ultimately, satisfying - for you to do business with Invensys Process Systems.
Listed below are the contact points of our network of Global Client Support Centers.
North America
Telephone:
USA and Canada
+1-866-746-6477
International
+1-508-549-2424
Facsimile:
+1-508-549-4999
Email:ips.csc@ips.invensys.com
Address:
Invensys Systems, Inc.
33 Commercial Street, MC: B51-AD
Foxboro, MA 02035 USA
EMEA (Europe, Middle East & Africa)
Telephone:
+31-35-54-84-125
Facsimile:
+31-35-54-84-175
Email: emeatac@ips.invensys.com
Address:
Invensys Systems N.V. (EMEATAC)
Postbus 146
3740 AC Baarn
The Netherlands
Asia & Pacific
Telephone:
+65-6829-8899
Facsimile:
+65-6829-8898
Email: csc.ap@ips.invensys.com
Address:
Invensys Software Systems (S) Pte. Ltd.
15 Changi Business Park Central 1
Singapore 486057
Order management
Intelligent handling of your order.
When your call concerns purchasing an Invensys product or inquiring about the status of your order, it comes to one of the Global Client Support Center's experienced order management specialists. This group also handles queries from our own sales and distribution network. Typically, your order has initially been prepared at the local level by your own Invensys Process Systems sales, manufacturing, or associate company representative, and entered into our order management system.
We follow your orders.
Your specialist is an expert in the sometimes-complex task of managing your order from initial input to final delivery. His or her top priority: your complete satisfaction at job's end.
For most purchases of complete instruments or systems, one vital task is checking the inclusion of everything from screws and mounting hardware to module assemblies to documentation.
The specialist also initiates the order fulfillment process, and monitors order status to make sure your delivery schedule is met for all components of your order.The goal is to make sure every order is accurate, and every delivery on-time.
Material management support
Intelligent response for your stocking and repair needs.
The Global Client Support Center maintains several programs to assist you with procurement of required material. Your call for such items will be routed to one of our trained material management specialists.
When parts are the whole solution.
Keep your inventory costs under control by relying on Invensys to ship precisely the item you need in a reasonable timeframe. The majority of products-hardware, software, and consumables-are routinely available within two weeks after receipt of order, and many can be supplied much faster.
When your call involves ordering a part for an instrument, you'll talk with an order entry specialist. In most cases, he or she can ensure that your parts order accurate and complete is shipped within 24 hours.
Join our exchange program.
One key feature of our automation systems is their advanced modular design. Under our Modular Exchange Program, system modules are provided at an attractive price in exchange for your repairable system module. Shipment is made within 24 hours of your call.
We take stock of your needs.
Our FoxStock 24 program can ship process measurement and control products from our extensive inventory within 24 hours.
With new replacement instruments only a phone call away, this service provides you the option to reduce the number of spare instruments retained at your site.
The support to fix things right.
If you have a malfunctioning instrument requiring repair, our repair service specialists can arrange authorized factory repair at an ISO 9001-certified Invensys Process Systems manufacturing facility.
All replacement parts are original equipment manufacturer (OEM) qualified, meeting the same stringent factory specifications as new manufactured products. In fact, most repair orders are routed through the same rigorous testing process as new units.
Take advantage of intelligent updating.
Ask about the Invensys Process Systems Advantage program. It allows you to update your process control hardware and software regularly and economically. So you remain on the cutting edge of automation technology for a significantly lower life cycle cost than with competing system suppliers.
Result: your I/A Series or other Invensys Process Systems system stays continuously current at reduced pricing. And your plant or mill continues to operate at peak performance for decades to come.
Technical product support
Intelligent support for all your Invensys Process Systems products 
Have a technical question on one or more of our more than 1000 Invensys Process Systems products? Want to talk operation, configuration, features, parts replacement, repair?
Then speak to a technical product support specialist in our Global Client Support Center. These individuals are knowledgeable professionals, many with more than 25 years of experience at Invensys Process Systems. They can even provide advice about older products no longer on the market. Chances are, you'll get your answer right here.If your specialist determines your question needs further research or referral, you're told exactly what steps are next and given a time frame for action.
Help is only a phone call away.
For I/A Series or Foxboro A
2 system problems, one powerful, non-intrusive solution is the remote connection capabilities of the Remote Plus Center, a special high-security facility built within the Global Client Support Centers. Here, a high-level service engineer can make a remote dial-up connection to the I/A Series or Foxboro A
2 system operating at your plant or mill. He or she then remotely monitors your key system variables. Trouble spots are identified, and a number of complex problems can be rapidly resolved without an expensive, time-consuming visit to your site.
Predictive analysis helps ensure correct allocation of system resources and the continuous, efficient operation of your process control system. Depending on the system platform, connectivity type and software selection, predictive analysis can be enabled on a periodic or continuous basis. Remote Plus monitors your system's vital signs, collecting, and archiving system operation data. Use of dedicated application objects to abstract collected data enhances system diagnosis. An optional web interface provides browser visualization and dashboards to provide customizable views into the status of your system. No other industrial automation company can offer you this high level of remote monitoring and resolution. Result: your system stays up and running more reliably.
Put our service to the test.
In the rare event that you've got a major difficulty possibly involving a Invensys Process Systems product design, you may find your solution in the center's testing laboratory.
Our test engineers load their lab equipment to your identical software revision level, and test from there. The resulting resolution or workaround is fully documented for application in your plant or mill, or for software revisions or re-engineering of Invensys Process Systems products.
The laboratory also conducts certification testing of our field service representatives, and pre-release serviceability testing of new products
Call coordination / dispatch
Intelligent tracking and response for your call
When your call requires that a Invensys Process Systems service representative be dispatched to your location, it's handled by one of our regional dispatchers.
We handle serious problems with dispatch.
Your dispatcher uses our service management system to track the schedules of Invensys Process Systems service representatives in your area. Considerations: the product to be serviced, the response timeframe needed, and the skill set required. A qualified local service representative is then dispatched to your site and scheduled consistent with your urgency.
Need an even higher level of expertise? Your dispatcher can arrange for a senior regional expert in our Lifeline program to visit your site, or involve personnel from the Invensys Process Systems engineering group.
We approach your problem using just the right resources for the fastest possible successful resolution.
Intelligent answers for intelligent automation.
We review and analyze all calls coming into the center to ensure your requests are handled in a timely and appropriate manner. Also, an outside agency conducts monthly surveys wherein customers can rate our response.
We constantly strive to improve our service performance based on these inputs. At the Global Client Support Center, our goal is to provide fast, intelligent answers for your service questions, and to furnish exactly the right response to your other service requirements. Full satisfaction of our customers needs is our first priority.
