Smart Support

At Illuminate™ MI, we take manufacturing intelligence seriously. We are committed to delivering both product and services support excellence by turning transformational data and analytics insights into powerful delivery outcomes.

Illuminate™ MI offers 4 different levels of Smart Support. They range from our complementary Tier 1 level that offers configuration and software activation assistance to Tier 4 that offers on-site consulting, spares and ongoing services expertise.

Illuminate™ T1 Smart Support is our basic help desk resolution and service desk delivery to assist you in operationalizing the Illuminate™ platform, and resolving software issues. For fast support response and service, please click the T1 Smart Support Request button, and tell us why you need Smart Support.

Enhanced Smart Support Service Levels

Upon request, Illuminate™ Manufacturing Intelligence is pleased to provide an alternative T2, T3, or T4 Level Smart Support Quotation, tailored to your unique needs.

Tier 2 Smart Support | In-depth Technical Support – product and technical analysis by Illuminate™ Service Technicians to resolve any software or technical related issues. Includes a 2-hour response time, a Toll-free 1-800 #, and Smart Escalation Protocol. Tier 2 Smart Support is available during standard business hours.

Tier 3 Smart Support | Expert Product and Service Support – product, technical, and system diagnostics including research, troubleshooting and recommending corrective measures to optimize software performance and resolve any software related events impacting your line performance and production. Includes access to expert Illuminate™ software and system engineers, a 30-minute response time, a Toll-free 1-800 #, and Smart Escalation Protocol. Tier 3 Smart Support is available 24/7.

Tier 4 Smart Support | On-site Factory Floor Support – Reinforce your operations with Illuminate’s Tier 4 Smart Support. Our experts will join your staff on-site to help drive your machines and systems to perform, recover rapidly from downtime events, embed performance sustainability into your daily operations, and provide employee mentorship.

Our tailored Tier 4 Smart Support Services include:
  • Production Performance Support
  • Production Sustainment Support
  • Emergency On-Site Support
  • System Configuration Audit