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Support Services

Feiran Technology established the Technical Support Centre to provide our customers with comprehensive support. We offer responses to problems or queries to maximise the benefits of any of our products.

By calling upon the resources of our Support Centre, customers have the distinct advantage of having their questions answered quickly. Our team of Skilled Application and System Engineers, accessing a network of high technology tools, ensures that our customers achieve the most effective use of their products.

Additionally, at Feiran Technology we:

  • distribute technical and product information
  • offer services to help coordinate software maintenance fix delivery
  • advise the most appropriate software levels for your installation
  • provide access to a creative, professional 'think-tank' to proffer ideas to help solve any difficulties.

Feiran Technology provides support to all of our clients and IBM business partners.  As the function of the Support Centre is to handle defect and non-defect calls for these products, problems and queries encountered with Operating Systems and Hardware are best dealt with by the Operating Systems and Hardware suppliers.

Supported Products may be run on the following Operating Systems:

AIX

for IBM RS/6000 Workstations

HP-UX

for HP Workstations

IRIX

for SGI Workstations

SOLARIS

for SUN Workstations

Windows 9.x, NT,2000, XP, Vista

for PC Workstations

Feiran Technology is able to support the Versions and Release levels of the products currently supported by the software developer. We will continue to assist you with the effective use of a product if you're running a version that is no longer supported, but if you encounter any problems, you may need to upgrade to a supported release before we can provide the relevant maintenance fixes.

The Technical Support Center is able to support CAD/CAM/CAE products in their standard, unmodified form. Unmodified software is the only software on which problems can be reproduced and validated for the developer. There are times however, when the support process identifies that the problem is unique to a modified environment, which can not be comprehensively dealt with by us. If the CAD/CAM/CAE product has been modified to be site-specific, the customer will be advised to contact the originator of the modification to effect a fix.

The Technical Support Center offered by Feiran Technology endeavors to provide a service that is comprehensive, accessible and unique.

At Feiran Technology we offer a unique service to our customers. Our Technical Support Center has been established to provide CAD/CAM/CAE product users with an instant response to questions, queries and difficulties.

Hotline Number:

For CATIA and other Solutions enquiries call: 03-7956 6230

The telephone Hotlines offer the service of 'live call' handling, which means no queuing. At Feiran Technology, we ensure that an engineer, not an operator, attends to your enquiry. Our instantaneous response from a skilled professional helps to minimize the impact on your business.

The preferred method of contact however, is via e-mail. This mode allows for the inquiry to be forwarded on a Problem Reporting Sheet, which clearly and systematically outlines the problematic scenario, severity and impact.

To reach a full understanding of a problematic call, our team may replicate the situation at the Center. This allows the engineers to work together to reach a resolution that is satisfactory to both parties enabling the call to be 'closed'. A call can only be closed when a suitable answer, response, solution or work-around has been provided.

When a call is placed with the Center, the Support Engineer will gather and record all relevant information about the problem. The situation is then assigned a Problem Severity level that is agreed upon between the engineer and the customer at this initial stage. The level of severity is based upon the following guidelines:

Severity 1 - Critical Condition

  • Production System Down and all work at site is unable to proceed
  • A problem blocking production
  • A problem preventing migration to a newer CATIA Release level
  • Installation problem preventing customer from installing a product
  • Regression of a problem that was fixed in a previous release

Severity 2 - Urgent Condition

  • Important system features are unavailable with no acceptable work-around

Severity 3 - Standard Priority

  • Problem regarding product features, functionality or documentation
  • Important system features unavailable but for work-around available
  • Less significant features unavailable with no reasonable work-around

Severity 4 - Low Priority

  • Information request

Ideally we aim to treat each call with equal priority and in most cases it is possible to do so. However, there are some cases that are extremely urgent and need to be escalated to a higher priority to minimize any detrimental effects on our customer's business. If a call is received of the highest severity, our engineers will work to attain a resolution within a manageable target time. We aim to improve upon all of our target times assigned to the severity of each problem.

We appreciate customer feedback and strive to achieve the best methods, processes and services to better meet your requirements and expectations. We aim to provide continuous comprehensive service and support.

As part of our long-term business strategy and in strengthening our position as a one-stop services and solution provider, we have expanded our core activities to include the following products and services. We believe these products fall in niche areas with limited competition, and therefore has the potential for rapid growth.
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