Customer Support

Energy Solutions

Customer Support Overview

The XEM products are fully owned, developed and supported by Xelas Energy Software. As a one stop shop for all IEC 61850 software components, Xelas Energy offers unrivalled customer support services from its U.S. and European offices.  These services cover:

  • Presales Support
  • Customer Training
  • Postsales Development and Deployment Support
  • Interoperability Testing Support
  • Short Term Consulting Services

Customer Support Agreement

All products purchased from Xelas Energy include a one year standard technical support agreement.  This standard agreement covers:

  • Unlimited Phone and Email access to dedicated support engineer
  • Access to product updates and patches
  • Customer ftp account for product download and file exchange

Xelas Energy understands the critical role of its software components and need for rapid turnaround on problem reports.  The company prides itself on its customer focus.  Customer support engineers are assigned to accounts (single point of contact) , empowered to rapidly escalate support issues and coordinate fast turnarounds with our engineering organization.

All issues are tracked in a customer care system and status updates added as they move through the resolution cycle.  Xelas Energy customer support engineers have detailed knowledge of customer account histories,  IEC standards and development experience with the Xelas XEM products.

Support Locations

Americas

13160 Mindanao Way, Suite 252
Marina Del Rey, CA 90292

Phone: +1 310-301-7222
FAX: +1 310-301-7223

Europe

Kleine Loo 284
2592 CK The Hague
The Netherlands
Phone: +31 6 5151 4346

 

To contact Customer support or to receive more information please email: support@xelasenergy.com