A support team ready to assist you
Check out how we can help with your project 👇
A team ready to give you the best solution and help
We understand that most of our customers are still learning how to use our products and determining which ones of our portfolio are best for their projects.
That's why we are committed to providing you with an answer within 72 hours of your query during our working hours (CET 8:00 to 18:30, Friday 8:00 to 15:00).
Below you will find detailed information on the types of questions our support plans cover (Free, Basic or Pro).
You can also contact us directly by opening a ticket >>
Read also which special requirements can be covered with our support.
What is included?
Special requirements we can cover
If you need quicker support, we recommend exploring our plans for faster assistance via email, WhatsApp or live chat, during working hours.
(CET 8:00 to 18:30, Friday 8:00 to 15:00)
Remember to also check our documentation, Forums and First Steps Help pages
Arduino and Raspberry Pi First Steps
Learn how to install the boards and start programming your Industrial Arduino or Raspberry Pi based PLC.
Understand the switching options, led signal, etc,
Check the important points for proper installation and the correct power supply requirements of the PLC.
Arduino First Steps
Raspberry Pi First Steps
Forums, Videos, FAQ's
Visit the forums to ask the community or search through the already answered Q&A.
General Forum
PLC Forum
Panel PC Forum
FAQ's
Videos
Data sheets
Find all the technical documentation for each products and product family. Complete information to help you understand and use Arduino, ESP32 and Raspberry Pi products.
Product Data sheets
User Guides
Read more in the comprehensive product document, which includes detailed information on features, configuration, installation and programming.
User Guides repository
Resolution of questions regarding
Signals and communications
Discover types of signals in specific applications and available communication methods.
Find product details not covered in the technical documentation.
Learn about compatibility of third-party sensors/actuators with our equipment.
Understand power supply requirements for PLCs, Panel PCs, Modules, and Power Supplies.
Installation
Digital inputs/outputs.
Analogue inputs/outputs.
Relay outputs.
Installation according to environmental conditions (humidity, temperature).
Installation according to type of application (noise, vibrations).
Installation - measurements, 3D models, machining
Installation - Mounting of HMI Panels on electrical or VESA panels.
Programming
Failure of the libraries developed by Industrial Shields®.
Functionality details of IS libraries not covered in the library's Readme or blog.
Features
Performance by type of communications.
Performance in types of signals.
Performance in equipment customisation.
Resolution of issues
Reading and writing signals.
Difficulty in programming due to erroneous configuration of the boards.
Errors in communication protocols.
Erroneous values despite correct code and configuration.
Electrical faults in the equipment.
Misuse of the equipment (overvoltages, amperage peaks, short circuits, etc.).
Problems with the operating system or programming environment.
Blocking of the software of the equipment.
Impossibility of access via USB/Ethernet for programming.
Deformations in machining/encapsulation.
Impossibility of using wireless communication (GPRS, WiFi, BLE, LoRa, 4G,...).
Management of Spare Parts, Warranties and Shipments
Warranty
Warranties (See warranty model documentation)
Diagnosis and management of warranties in the event of manufacturing faults.
Diagnosis and repair of equipment that does not work properly after online assistance.
Spare parts
Processing of customer requests for products without warranty.
Delivery of spare parts and support in installation and configuration.
Shipments
Management of shipments issues.
Distributors
Support for distributor customers. If you have purchased a product through one of our distributors, do not hesitate to contact us to solve your doubts.
Panel PC specifics questions
Touch screen
Calibration of the Panels.
Touch does not work properly.
Physical damage to machining / screen / multiTouch system.
Communications
USB Port issues.
WiFi issues.
Bluetooth Low Energy issues.
UPS issues.
Ethernet issues.
RTC (Panel HMI 7”) issues.
RS-485 (Panel HMI 7”) issues.
Inputs and outputs
Opto-isolated inputs/outputs (HMI 7" panel) do not respond.
Operating system
Operating System image corrupted.
Industrial Shields services in the OS are not responding.
Special requirements we can cover.
If you require any of these services, please contact us.
Code
Code/software testing.
End-user review of developed code.
Code/programme optimisation.
Warranty
Diagnosis and management of guarantees when the seal of the equipment has been broken, without being required by the SAT.
Development
Help and support for developing specific applications.
Detailed feasibility study of applications with Industrial Shields® hardware.
Meet and greet session for software troubleshooting / detailed explanation of equipment functionalities.
On-site visits for system analysis / troubleshooting.
Libraries
Help and support for using libraries/software not developed by Industrial Shields®.
Extended applications for using Industrial Shields® libraries.
Open a Ticket
You will receive a response within the next 72 working hours.
For quicker assistance, please explore our Service Programs Plans below 👇
Monthly Plans
BASIC
9 .95€/month
- Receive your assistance during the next 24 hours(working hours)
PRO
29 .00€/month
- Receive your assistance during the next 6 hours (working hours)
Yearly Plans
BASIC
99 .95€/year
-
- Receive your assistance during the next 24 hours (working hours)
PRO
295 .00€/year
-
- Receive your assistance during the next 6 hours (working hours)