ASSET
INTERTECH CUSTOMER SUPPORT
ASSET InterTech offers the most comprehensive wealth of information
and support on JTAG or IEEE 1149.1, from technical assistance
to your questions about boundary scan and access to proprietary
databases and enhancements.
Customer Support and Maintenance Benefits
Unlike many companies where maintenance means little more
than technical support, ASSET's maintenance offers users solid
technical support as a beginning, not as an end in itself.
ScanWorks maintenance goes beyond support to include valuable
services like online web libraries with device files and other
information that speeds up test development, an interactive
gathering place on the web for ScanWorks users and many other
benefits. ScanWorks users who take advantage of ASSET's maintenance
programs find that support is just the beginning of the many
benefits at their disposal. In its own right, ScanWorks technical
support far exceeds the expectations of most users.
Beyond Support
ScanWorks' support is second to none, but ASSET's maintenance
offerings extend far beyond this solid foundation to include
many other sorts of valuable services. For example, maintenance
users have been through the ScanWorks interface to the resources
of two web libraries on the Internet. One of the web libraries
contains device models that streamline test development. The
second library features all product upgrades, service packs,
a host of useful application notes and technical tips on the
pertinent boundary-scan standards. In addition, maintenance
users receive ASSET's technical quarterly e-newsletter, Connect.
Connect is chock-full of incisive and timesaving
information on ScanWorks, how it works and how it is applied.
Maintenance users also are automatically enrolled in the
ScanWorks Users Group. The "Maintenance Benefits"
menu selection on the ScanWorks user interface contains several
on-line facilities including an interactive message board
to encourage communications, collaboration and the useful
exchange of information among members of this vibrant user
community.
Support Wizard
Maintenance users have unlimited access to ASSET's online
case management system, the Support Wizard. Through the Support
Wizard, maintenance users have around-the-clock access to
technical support personnel. Because ASSET has technical support
personnel around the world, technical questions are answered
quickly, no matter from which corner of the globe the questions
originated. User can track the progress of their questions
and requests through the Support Wizard. The wizard also gives
users the ability to browse frequently asked questions, run
complex searches on support tickets, and customize the appearance
of their summary screens. To login on to the Support Wizard,
click below.
Support Wizard is your most efficient
way to communicate with all available support personnel. The
Support Wizard allows you to enter a ticket with your question,
problem, and/or suggestion, attach files, designs, or projects
and be provided a tracking number to follow the progress of
your ticket. The Support Wizard also gives you insight to
all your open tickets.
Automatic Upgrades
Maintenance users have immediate access to all revisions
to ScanWorks, including the two major releases that ASSET
has averaged over the last several years. Moreover, maintenance
users are entitled to any interim minor revisions that are
issued throughout a given calendar year and between major
releases of ScanWorks.
And Much, Much More ...
Building on the solid foundation that the ASSET technical
support department provides, maintenance customers also can
draw on many other resources for responsive assistance and
expert advice. For instance, the various web libraries of
device models on the ASSET web site are invaluable for streamlining
the test development process. It is much simpler for a test
engineer to drop a device model into a boundary-scan test
than to manually characterize the device. Device models significantly
reduce the time and effort involved in test development. ASSET
support personnel, other ScanWorks users and several of ASSET's
strategic partners, such as Agilent Technologies, have created
many of these models. Maintenance users have access to four
different device model libraries, including libraries for
flash memory devices, memory devices, non-boundary scan or
cluster devices and models written in Boundary Scan Description
Language (BSDL) for boundary-scan-compliant components.
A search function on the ASSET maintenance web site automatically
finds a model or a BSDL file for a particular device. Before
downloading the model, the user can review information about
the file, such as who created it and how the accuracy of the
files was tested.
In addition to the device model libraries, ScanWorks maintenance
users have access to several valuable on-line facilities such
as technical tips on the boundary-scan standard (IEEE 1149.1/JTAG),
service packs and useful application notes.
Another on-line feature will allow the automatic authorization
over the web of a new ScanWorks license. Users will be able
to activate a ScanWorks license at their convenience. And,
if a licensed computer were to crash at an inopportune time,
the maintenance user would be able to check out an emergency
temporary ScanWorks license for another computer until a permanent
replacement license can be arranged.
|
