Technical Support Services

Check all the services that our Team offers

Our Support Team is ready to work with you and give you the best solution and help.
The support from our team is committed to give you an answer during the 72 hours after your query during working hours (CET 8:00 to 18:30, Friday 8:00 to 15:00).

Below you will find in detail all the kind of questions and issues that our support plans cover (Free, Basic or Pro). Open a ticket >>

Read also which special requirements can be covered with our support.

What is included?     Special requirement that we can cover?

Should you need quicker support for your service, we recommend exploring our paid plans for a faster assistance email support, Whatsapp or live chat during working hours.
(CET 8:00 to 18:30, Friday 8:00 to 15:00)

Remember to also check all the documentation, Forums and First Steps Help pages


Arduino First Steps

First steps on how install the boards and start to program the Industrial Arduino based PLC. Understand the switching options, the led signal, etc, Check the important points for the right installation and the correct power supply needs of the PLC.
Arduino First Steps


Forums, Videos, FAQ's

Visit the forums and ask the community or search among the Q&A already answered.
General Forum
PLC Forum
Panel PC Forum
FAQ's
Videos
Webinars


Data sheets

All the technical documentation of each one of the products and family products.  Complete information to help you in the understanding and use of the Arduino, ESP32 and Raspberry Pi products.
Product Data sheets


User Guides

Read more in the longer product document. With all the details of features, configuration, installation and programming. 
User Guides repository

Resolution of questions regarding


Signals and communications

Types of signals in specific applications.
Types of communications available.
Product information not found in the technical documentation.
Compatibility of third party sensors/actuators with our equipment.
Power supply for PLCs, Panel PCs, Modules, 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®.
Information about the functionalities of the IS libraries if not found in the Readme of the library or in the 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 that we can also cover.
If you need one 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 having been required by the SAT.


Development

Help and support for the development of specific applications.
Detailed study of the feasibility of an application with Industrial Shields® hardware.
Meet and greet session for software troubleshooting / detailed explanation of equipment functionalities. 
Visit to customer's premises for system analysis / troubleshooting.


Libraries

Help and support for the use of libraries/software that have not been developed by Industrial Shields®.
Extended applications for the use of Industrial Shields® libraries.

Open a Ticket.

You will receive a response during the next 72 working hours.
If you need a quicker response, please consider our Service Programs Plans below 👇

Monthly Plans

BASIC

9 .95€/month

  • Industrial Shields BASIC Service 
  • Receive your assistance during the next 24 hours(working hours)

PRO

29 .00€/month

  • Industrial Shields PRO Service 
  • Receive your assistance during the next 6 hours (working hours)

Yearly Plans

BASIC

99 .95€/year

  • Industrial Shields BASIC Service 
  • Receive your assistance during the next 24 hours (working hours)

PRO

295 .00€/year

  • Industrial Shields PRO Service 
  • Receive your assistance during the next 6 hours (working hours)