At Niscon Inc. we believe that every installation of Raynok deserves the best technical support that we can provide. Niscon respects your interest in maintaining your Raynok Motion Control System in top working order and our technical support team is here to help. Regardless of your type of call/email – we will provide you with your first 30 minutes of technical support, free of charge. See below for additional information on rates and billing.

Urgent Support:

When Raynok users require Urgent Support, we recommend calling +1 866-622-7773 EXT 111 in North America or +1 905-331-5779 EXT 111 from all other countries.

• Urgent support calls will always be answered
• Support Technicians will assess the scenario to help overcome any technical challenge with Raynok Motion Control hardware or software
• Support Technicians will answer questions, provide suggestions, troubleshooting tips, and discuss potential work arounds to help get the curtain up
• Calls are responded to in the order they are received. Urgent calls holding up a public presentation may be prioritized over calls supporting rehearsal, setup, dismantle, or non-presentation activity.

Non-urgent support:

For all non-urgent support needs, we recommend emailing Niscon Technical Support. In the body of the Email, we request the inclusion of the showfile in use during the incident, logfiles from the day, the time of the incident, a detailed description of the problem that arose, the contact information of the person who will be the onsite contact and the best time of day or evening to contact them.

• Our guaranteed response time for Emailed support is two (2) business days
• Our average response time is less than 16hrs, Monday through Friday, except on Canadian Statutory Holidays
• Guaranteed response times are defined as the time it takes for our technical support team to respond to your request
• Calls and Emails are responded to in the order they are received
• The first 30 minutes of Support Technician time for non-urgent support is free-of-charge, per support request ticket

Tech Support @ Niscon.com:

The email address techsupport @ Niscon.com is available to all customers to aid the Niscon Technical Support Team in addressing urgent support needs. The team asks that showfiles, logfiles, and written incident reports be sent to this address to make available as much information as possible.

Other requests sent to this email address will be responded to as non-urgent and follow the outline of non-urgent support above.

Follow-up support:

Technical Support, of an urgent or non-urgent nature, usually requires follow up. Our technical support staff will provide follow up as required by the end user and will, at least, check in to see if the problem has been resolved.

• Prior to the execution of follow up support our staff will confirm if the user has a technical support contract in place and apply all billing to that allocation
• Time spent by Niscon Technicians on technical support follow up on Raynok installations without a support contract, will be billed at Niscon’s then current hourly rate for such services
• The responding Niscon Technician will provide pricing and request a purchase order or pre-payment for pending services in cooperation with Niscon Sales and Project Management

Scheduled/Non-Scheduled Remote Support or Standby Support:

Raynok customers requiring support from our Technicians, Design Engineers, or Controls Engineering Team for any variety of reasons are afforded the same benefits as customers with urgent and non-urgent technical support needs.

• Billed at our current rates and is based on requirements of:
  • Time of day at the location from where our support technician(s) will execute the required support
  • Technical knowledge or skills of the support technician (Guru, Programmer, Engineer, Trainer, Cueing Technician)
  • Scheduled/Non- Scheduled support
• Booking ahead is the best way to ensure the right person is available and to control costs. Niscon strongly recommends reaching out to our technical support or project management team in advance

Annual Technical Support Contracts:

The best way to control costs for all aspects of technical support is to sign up for a Raynok Motion Control Technical Support Contract with Niscon Inc.

• Available to all customers and users of Raynok Motion Control
• Pick one of our standard packages or select from a list of services and response times to accommodate budgets
• Annual Support Contracts Include:
  • Unlimited Urgent, Non-Urgent, and Follow Up Support
  • 1 Raynok Standard License Software Upgrade
  • Discounted rates on remote/scheduled support, and support on site
• How to purchase a technical support contract:
  • Contact our sales team for more information on pricing, terms and conditions
• A sample of our technical support contract can be found in our members area, please log in for access

Software Updates and Maintenance:

The Controls Engineering Team at Niscon produce three to four update releases per year of the Raynok Motion Control Software. These updates are focused on patches, fixes, and functional requests for specific projects or customer needs.

Version information is posted in the Help>About menu accessible from the menu bar in Raynok. The information is notated as a V (version number) followed by an R (release number). Not all releases will go to all customers, however every customer is eligible to receive every release of their purchased version number.

Approximately every twelve to eighteen months, Niscon Controls Engineering updates the version number. The trigger for a version number change is related to completion of a feature group, rotation of a development tool, or computer operating system update. Customers wishing to receive the latest version are encouraged to enter Niscon’s Software Maintenance program. Contact sales at Niscon for more information.

Updated versions may require a hardware change of the operating computer, pending the requirements forced by the operating system manufacturer. Niscon provides a program to efficiently and cost effectively provide customers with access to new computing hardware under these circumstances.

Multiple licenses or multiple venues:

Operators of multiple venues or users with multiple Raynok licenses may be afforded additional considerations. Contact our Sales Team for more information.

• Niscon will require these operators and licensees to:
  • Identify the venue(s) which will be included in support agreements
  • Identify the locations of venues or licenses
  • Inform staff how to contact technical support
  • Identify how to execute invoicing and provide contact information for each venue, otherwise Niscon will issue invoicing to the parent company

Multiple licenses or multiple venues:

Operators of multiple venues or users with multiple Raynok licenses may be afforded additional considerations. Contact our Sales Team for more information.

• Niscon will require these operators and licensees to:
  • Identify the venue(s) which will be included in support agreements
  • Identify the locations of venues or licenses
  • Inform staff how to contact technical support
  • Identify how to execute invoicing and provide contact information for each venue, otherwise Niscon will issue invoicing to the parent company

Customer Responsibilities:

Every customer wants to control costs and there are simple steps that can be taken to establish a policy or procedure to ensure that staff using the Raynok Motion Control System are assisting in that goal.

Customers should ensure that:

• Operators are properly trained in the operation and troubleshooting of automation systems in general
• Operators must be properly trained in the use of the Raynok Motion Control System
  • We recommend that every customer has at least one operator or operator supervisor that has been trained by Niscon’s training team
  • Contact our sales team for programs and pricing
• Training materials, user guides, and drawings are available to operators
• Operators and technicians understand the level of attention, communications, and maintenance required to operate stage machinery safely
• That standard operating procedures are developed for the venue, that they are diligently followed, and audited by management annually for errors and omissions

Billing:

Tech Support and Software Maintenance billing:

As detailed in our Technical Support Promise, the first 30 minutes of support for any new support ticket will not be billed to the user. After the expiry of that 30-minute time period our then current rates will apply.

Niscon requires a purchase order or prepayment for technical support services defined in this policy. We accept cheque, EFT, and credit card payment.

• Time spent by our Support Technicians providing technical support will be tracked in 15-minute increments
• Invoices will be processed monthly and issued to the customer
• Customers accessing technical support services will be provided with a summary of services at the end of the calendar month. Niscon reserves the right to file an invoice at that time or to hold the invoice back for the following month should the amount of support time be less than or equal to thirty (30) billable minutes
• Annual Technical Support Contracts are billed in two parts with the first coming at time the PO is received and the second 6 calendar months later. Full payment is required upon invoice receipt
• Technical Support Services, except for Urgent Support, may be withheld if the customer’s account is greater than 60 days past due
• Annual Software Maintenance Contracts are billed once annually. Full payment is required upon receipt of invoice

For a copy of our rate card, or for more information on our Software Maintenance and Technical Support Agreements, please contact our sales team at sales@niscon.com or by calling +1 (905) 331-5779 EXT 202.

How to contact our Technical Support Team:

• Technical Support Hotline: 1 (866) 622-7773 ext 111 or 1 (905) 331-5779 ext 111
• By Email: techsupport@niscon.com.

How to contact our Sales Team:

• By Email: sales@niscon.com

Please note: This policy may be altered or updated at any time without notice.