Innovative approaches to experimental design and multivariate data analysis

Fusion AE™ Product Suite

S-Matrix provides free technical support for 60 days from the date of installation for all Fusion AE modules. Thereafter S-Matrix provides technical support under an annually renewable Software Maintenance Agreement (SMA). S-Matrix remote support options include telephone, e-mail, web and fax. S-Matrix also offers consulting services and on-site user training. These support and service options are described below.

Telephone Support

Telephone support is available between the hours of 8:00 a.m. and 5:00 p.m., Pacific Standard Time. The customer support number is 1-707-441-0407. When calling, ensure that the following information is available:

  1. Your name.
  2. Your company name, address, and telephone number with extension.
  3. The Fusion Product version number.
  4. Your computer type and configuration, including:
    • The central processing unit (CPU).
    • The amount of random access memory (RAM).
    • The amount of available hard disk space.
    • The version of Microsoft Windows you are running.
  5. The exact wording of any messages displayed on the screen.
  6. A clear statement of what you were doing and what happened. If possible, the statement should include the exact sequence of operations that caused the problem.
E-mail Support

Customer support is available 24h via e-mail at support@smatrix.com. When sending a support request e-mail, ensure that the information described in items 1-6 above is included.

Web Support

Remote Web support is available via Microsoft LiveMeeting under certain circumstances where Fusion installations are made accessible from the Web by the user. Requests for Web support should be directed to support@smatrix.com.

Fax Support

The 24h fax support line number is 1-707-441-0410. When sending a support request fax, ensure that the information described in items 1–6 above is included.

User-interactive mode — wizard dialogs guide the user through all statistical decisions by which the experimental design is selected and data analysis is performed. All valid options are displayed with the software's recommendations highlighted and pre-selected by default. All user selections are documented in design and analysis reports.

Consulting Services

Consulting with S-Matrix will ensure proper use of your Fusion module(s) to successfully implement Design of Experiments (DOE) methodology for projects. S-Matrix can provide one of it's experts to advise and assist you with any and all aspects of project planning, experiment design, data analysis, historical data mining, as well as interpretation and reporting of results, which will enable you to decrease product or process development time. Contact us at 707-441-0404 or sales@smatrix.com to discuss your consulting requirements and to request a quotation.