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Reach New Heights with our Experience
What is the Key to Maximized Success from Your
Biometric Technology Investment? The Human Aspect.
Only M2SYS steps beyond the typical model for software sales
and support. By working closely with our customers and
partners to address real-world concerns, we put the human touch
on knowledge transfer. |
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Not only is M2SYS revolutionizing the
method of biometric technology adoption, we are also setting the
standard for superior support. We provide dedicated, knowledgeable
support teams located in our US and Asia offices, which are
available nearly 24 hours a day, 7 days a week to provide expert
guidance in a professional and courteous manner.
M2SYS provides support packages tailored to meet the specific needs
of our customers. Standard Support is included with the purchase of
any of our software products. Customers searching for enhanced
support services have the option of leveraging our Premium Support
package, which includes telephone support. |
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Standard Support is included in the purchase price of all
M2SYS products. This package is sufficient for successful software
installation and system configuration. Standard Support includes
access to the Support Portal, Knowledge Base, and unlimited email
support.
Premium Support offers significantly faster response times
compared to Standard Support, unlimited case management and access
through phone service. Integrators with a bundled maintenance and
support package automatically receive Premium Support. All other
customers who require prompt telephone access to our in-house
expertise must purchase individual Support Incident Credits to
receive Premium Support and case management.
M2SYS Customer Support offers the following products and services to
ensure that your support requests are handled with optimized
efficiency and organization:
Support Portal
The online Support Portal gives you the opportunity to submit new
cases, communicate directly with Customer Support from one central
location, upload file attachments associated directly to your cases,
track the status of your existing cases, and review past cases. The
Support Portal also enables you to submit bugs and track the
resolution status of all outstanding bugs.
Knowledge Base
Through the online Support Portal, you can access an extensive
knowledge base to find answers to frequently asked questions about
the specific products that you have purchased from M2SYS.
Prioritized Response Time
Response time is prioritized based on the issue severity. M2SYS
experts will assist on a timely basis based on the urgency.
Case Assignment
Each incident is independently tracked and is issued a case number.
Live Phone Support
For Premium Support customers, administrators can call the M2SYS
experts in our U.S. office from 9 a.m. to 6 p.m. ET, Monday through
Friday, excluding holidays. Additionally, support is available
in our Asia office from 9 p.m. to 9 a.m. (+ 1 day), excluding
holidays.
Email Customer Support
All inbound emails are queued, measured in severity, assigned a
case, and tracked through completion. The email response offers an
effective channel to communicate directly with the M2SYS Technology
experts. |
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Support Service |
Standard Support |
Premium Support |
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Email and online technical support |
Included |
Included |
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Online product FAQs and documentation |
Included |
Included |
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Support Portal access |
Included |
Included |
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Incident/Bug tracker access |
Included |
Included |
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Telephone support |
None |
Included with Incident Credits* |
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Single incident support credit |
N/A |
$49 |
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Additional 5 incident credits |
N/A |
$219 |
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Additional 10 incident credits |
N/A |
$415 |
* Integrators with a bundled support/maintenance
package automatically receive unlimited incident credits |
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:: Quick Links |
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The M2-Hamster Plus is a durable, optical
fingerprint scanner with convenient Auto-On functionality for
quick capture.
> Read More
Bio-SnapON enables companies to add
biometrics to any Windows or web software with zero development
work required.
>
Read More
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:: Industry Highlights |
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| M2SYS software is used by tens of
thousands of end users worldwide across a variety of industries.
Find out how our technology can empower your market.
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