COPA-DATA Support & Services Website Part 1: A Central Information and Communication Platform for zenon

When developing solutions in a complex industrial environment, it is impossible to avoid tricky problems and challenges. In automation, this usually starts with cabling, leads to hardware and finally to the software used for a certain project.

In addition to the technical features and the usability of ergonomic software such as zenon, the overall experience depends on the possibility of finding a quick solution and thus relies very much on the support “ecosystem” offered. Time is money. The quicker a problem can be solved, the better. In addition to time and money, a quick solution to a problem also reduces mental strain. Mental strain that may well be needed for more important tasks in a project.

More expertise from the start

The initial contact with COPA-DATA support usually starts with questions to gain understanding, such as “Can I solve this task or that task with zenon?”, “Which module supports me in doing so?”, “Does this module require a license?”,  “If so, what effects does that have on the costs of my project?” etc. After this, there are generally detailed technical questions and finally you get to the suspected problems with the software, so if zenon does not respond or act in accordance with the documentation.

While basic questions relating to the performance of the product can be answered by the sales contacts in charge, detailed technical questions usually require the support of technical specialists.
However, in this support information chain, COPA-DATA Support is not the first link in the chain. Strictly speaking, this chain starts with each of us. Good, thorough training, acquired expertise and learned and trained abilities help us to recognize problems by anticipating them correctly and dealing with them properly.

zenon, as a software product, offers help in the form of technical documentation, and in the form of debugging tools, such as the central log mechanism consisting of the log server and log client (also known as DiagViewer.exe). The zenon Editor output window, with its useful messages, warnings and error outputs, is also one of the standard aids available as standard in the software. Meaningful error messages and the Tool SIC (system information collection) assist you in finding the cause of a problem on your own.

Register on the website and gain access to all resources

The quickest help can be found through our valuable tools and resources. For this reason, we at COPA-DATA aim to support our customers to help themselves as much as possible. As a company, complete transparency for our customers is very important. In this case, this means that we meticulously document all problems and effects that are known to us and that have been reported to us, and disclose this to all registered users.

The central starting point of all COPA-DATA assistance is the online platform www.copadata.com/support. All new issues can be seen there and the website offers access to all other databases and information sources – the Forum, the Knowledge Base, the FAQs and much more. Search queries for the FAQs, the Knowledge Base and the Forum can be started right on this page and you are forwarded directly to the results list of the individual information sources.

Please note: a pre-requisite for unlimited access to all this information is registration on the COPA-DATA website and subsequently logging on to the website with your personal login data.

4 stages of problem solving

Our four-stage concept helps you to search for answers. This gives you a clear path on the way to achieving your objective:

Support and Service DocumentationIn the first stage, users are requested to include our technical documentation in their search. The documentation is an often overlooked source when searching for the solution to a problem. Many questions can be answered early by using the documentation.

Support and Service Knowledge BaseIn the second stage, a FAQ search or Knowledge Base search can be started directly. These two sources of support have been recently revised and now contain many more useful features.

Support and Service ForumIn the third stage, the Forum can be searched for answers or already known effects directly. The COPA-DATA Forum is a popular and proven communication platform, where zenon users share their experiences with other users. Here, approaches to a solution are discussed, problems are considered and basic questions for the understanding of zenon are clarified.

Support and Service ContactIf the three previous stages have not lead to a satisfactory solution to the problem, it is possible to contact local COPA-DATA support as a fourth stage. The contact addresses of your local support team are visible once you have selected your country on the contact page.

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