USA
contactus@artec.support
+1-855-462-7832 Ext. 2
EMEA
contactemea@artec.support
+49 6039 800 990
APAC
contactapac@artec.support
+82 2 515 3349
Experiencing an issue with EMA? Contact us or visit our support portal at www.artec.support.
Support and Service for Your Archive
Have queries or experiencing difficulties with our products? Our multilingual technical support team is always on hand with solutions and guidance.
Service Subscription for EMA On-Premise Classic
The EMA Service Subscription is an essential component of EMA On-Premise Classic and offers you significant benefits throughout the duration of the contract.
Legal Conformity
Enjoy UNLIMITED enhanced digital signatures with timestamping for all archived content. These signatures provide irrefutable proof of document authenticity, ensuring your records are legally compliant and protected against tampering.
Firmware Updates
Regular updates are not just about accessing new features or performance improvements; they safeguard your system, ensure compliance, and help maintain the overall health and efficiency of EMA.
Direct Support
The EMA Service Subscription gives you unlimited access to customer support by phone and email. Receive a first response within one working day, so you can quickly resolve any issues and minimise downtime.
Good to know: For EMA Cloud and EMA On-Premise Flex , no separate service subscription is required, as it is already included.
Why Are Digital Signatures Important for Archived Content?
Digital signatures with timestamping are crucial because they verify the integrity and authenticity of your documents. This means you can confidently prove that your records haven’t been altered, ensuring compliance with legal and regulatory requirements. Even if you think you’ll never face a legal challenge, consider the following benefits:
- They're a robust defence against fraud and tampering, giving you peace of mind.
- Many industries have strict regulations requiring secure and verifiable record-keeping. Digital signatures ensure you meet these requirements, avoiding potential fines and sanctions.
- In case of any disputes, having digitally signed documents can provide clear evidence, protecting your interests and potentially saving you significant legal costs.
- Having verifiable, tamper-proof records enhances your business's reputation and trustworthiness with clients, partners, and auditors.
- As businesses increasingly move towards digital processes, having a robust archive with digitally signed content in place prepares you for future technological and regulatory changes.
Digital signatures aren’t just about avoiding lawsuits. Protect your business, maintain compliance, and enhance your operational efficiency. It's a small investment that can yield significant benefits in both the short and long term.
Why Should I Keep My Firmware Up to Date?
Keeping your firmware updated is essential for several reasons, even if you think you don’t need new features or performance improvements:
- Cyber threats are constantly evolving, and hackers are always finding new vulnerabilities to exploit. Firmware updates include vital security patches that protect your system from these emerging threats. Thinking you'll never be hacked is risky. It's better to be proactive and protect your data.
- Regulatory standards often require systems to be up-to-date with the latest security measures. Failing to keep your firmware current could result in non-compliance, leading to potential fines or legal issues.
- Updates often include bug fixes that enhance the stability and reliability of your system. Even if EMA works fine now, ignoring updates can lead to unexpected issues or system failures down the line.
- As other systems and technologies evolve, EMA needs to stay compatible. Updates ensure EMA continues to work seamlessly with other software and hardware, preventing potential integration issues.
- Addressing vulnerabilities and issues through regular updates can save you significant money in the long run. Fixing problems after they've caused damage or data loss is often much more costly than maintaining an up-to-date system.
- Technology is always advancing, and staying current with updates ensures EMA remains relevant and efficient.
By keeping your firmware updated, you're investing in the long-term viability and capability of your archive and your organisation.
Why Have Unlimited Support Access Rather Than Pay Per Incident?
Opting for unlimited support access offers significant advantages over paying per incident or relying on self-help methods. Here’s why:
- Our dedicated support team provides immediate, expert assistance tailored to EMA. With unlimited support, you get accurate, reliable help right when you need it.
- Paying per incident can quickly become expensive, especially if multiple issues arise. Unlimited support offers you precisely predictable, transparent service and protects you from unexpected costs.
- Quick access to professional support ensures issues are resolved swiftly, minimising downtime and keeping your operations running smoothly. Trying to fix problems yourself can lead to prolonged outages, affecting productivity and potentially causing data loss.
- Knowing you have unlimited access to support provides peace of mind. You can focus on your core business activities without worrying about technical issues or additional costs for support.
- Our support team has comprehensive knowledge of EMA. This depth of understanding is hard to match with general online searches or forums, ensuring you get the most effective solutions tailored to your setup.
- With unlimited support, we can perform health checks, performance optimisation, and provide best practice advice, which you wouldn’t get from per-incident support.
Investing in unlimited support access as part of your EMA Service Subscription is not just about resolving issues. It’s a strategic investment in maintaining the health and efficiency of EMA, allowing you to focus on what you do best.
Warranty Extension for EMA On-Premise Classic
EMA On-Premise Classic comes with a standard one-year limited warranty. For extended peace of mind, you can extend your warranty up to five years at the time of purchase. Subsequent extensions aren't possible, so we recommend securing your extended warranty upfront.
Why Extend Your Warranty?
While it’s true that many defects might appear within the first year, having an extended warranty ensures you're covered for any unforeseen issues that may arise later. Electronics can fail unpredictably, and having long-term protection offers significant peace of mind.
Our Trusted AOS system ensures the integrity and security of your EMA. If unauthorised parts are used or components are swapped out, the system might interpret this as tampering and lock access to EMA, rendering the archive inaccessible. With our extended warranty, you avoid the risks and costs associated with trying to replace parts yourself. We provide genuine replacements that maintain the integrity of your system.
When combined with an active Service Subscription, we offer advanced replacement options for hardware issues. This means minimal downtime and a seamless experience if any hardware problems occur. Without a valid Service Subscription, hardware support is limited to our mail-in service, which can take more time and potentially disrupt your operations.
Our team of experts knows EMA inside and out. If something goes wrong, you can rely on our specialised knowledge and experience to fix it correctly and efficiently, rather than relying on general repair services that might not understand the intricacies of our system.
Investing in a hardware warranty extension is a small price to pay for the assurance that EMA will be professionally maintained and supported for years to come. It’s about protecting your investment, ensuring operational continuity, and preserving the integrity and security of your archived data.
You Don’t Need Hardware Warranty for EMA Cloud and EMA On-Premise Flex
EMA Cloud and EMA On-Premise Flex come with built-in service and support, eliminating the need for separate warranty extensions.
With EMA Cloud, there’s no hardware to worry about. We manage everything for you in our secure, robust cloud infrastructure. This means you get continuous service, updates, and support as part of your subscription, ensuring your data is always protected and accessible.
EMA On-Premise Flex is our monthly rental solution, and it includes full hardware support and maintenance in the rental agreement. If any hardware issues arise, we promptly fix or replace the defective components at no additional cost, ensuring your operations remain uninterrupted.
With EMA Cloud oder EMA On-Premise Flex, you can enjoy hassle-free, comprehensive support that keeps your system running smoothly without the need for additional warranty extensions.
ARTEC Professional Services for EMA
At ARTEC, we prioritise efficient and effective support for all our customers. To ensure you receive the best possible service, we have established a network of trusted partners who are trained to handle on-site configuration and support.
Primary Support: Our Partners
Our network of partners is equipped with the knowledge and experience necessary to manage EMA on-site configurations and support efficiently. By leveraging our partner network, you benefit from personalised, on-the-ground support that is familiar with your unique setup and needs.
In situations where our partners require additional assistance, we provide comprehensive support to them. This ensures that even complex issues are resolved swiftly and effectively.
Our in-house experts collaborate closely with partners, providing them with the necessary resources and guidance to deliver top-notch service.
Direct Support from ARTEC
While our partners are fully capable of handling most configurations and support needs, there may be exceptional cases where our direct intervention is necessary. In such instances, our in-house support team steps in to ensure that your issues are resolved.
Rest assured that our in-house support team is always available as a safety net, ready to provide expert assistance when needed.
Would You Like to Know More? We're Here to Assist!
Birgit Würtele
Christian Wieck
Michael Niehoff
Sasa Mitrovic
Keen to discover more about EMA's capabilities and uses? We'd be delighted to present EMA in a live demonstration. We eagerly await your enquiry!