:: Support Overview -> Technical Support  
  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.
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.
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.
  :: Sales Center
Request more information
Email our sales dept.
:: Quick Links  
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
:: Industry Highlights  
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.