Getting Support, Where to Find Help

Note! Any questions for the Vibration Analyst or related to analysis, diagnostics, algorithms, repairs, failures, etc. should be addressed in the Machine Health Events thread on the machine page in the Augury Machine Health Platform.

Introduction

In this article, you will learn what help and support tools Augury provides to help you be self-sufficient when facing an issue or when support agent service is required.

We have two Help channels.

The Endpoint: Augury’s Help Center

The Endpoint, hosted on endpoint.augury.com, enables you to read, learn, and acquire knowledge on demand by providing technical documentation, digital training courses, and an open community forum.

The Support Organization 

A team of technical support professionals who will answer any question, inquiry, technical issue, troubleshooting, or any other issue and are available Sunday-Friday working hours

The Endpoint - Augury’s Help Center

The Endpoint is your one-stop shop for product documentation, a community forum, and the Augury Academy. 

• The Knowledge Base (1) provides written documentation for how-tos, FAQs, release notes (2), maintenance guides, and more.
  
• The Academy (3) contains over 200 hours of technical and on-demand training to help you understand the Augury system and level up your skills.
  
• The Community Forum (4) gives you access to the combined experience and knowledge of hundreds of maintenance and reliability professionals. By clicking ‘New post’ (5) from the homepage, you can engage in conversations with production health pros worldwide.
  
  A representative from the Augury ecosystem will address all questions asked on the community forum within 24 hours. 

Use the Search option in the Endpoint to quickly find the information you're looking for.

You can access The Endpoint at or the Augury web application. 

How to access The Endpoint from the Augury Web Application

Open the ‘Help and Support’ tab on the top right-hand corner of your screen via the “?” button. 

This will open a widget you can use to search, review, and access the Endpoint content. 

Links to the community, knowledge base, and Academy are at the bottom of the widget.

• You can also access all of our recent product updates and additional recommended content using the button in the widget's center.

Use the search bar to access all the knowledge base articles and community discussions directly from the widget.

Click ‘View Article’ to open it at . 

You can view related articles or ask more questions on the Community.

Getting technical support 

Augury provides Sunday - Friday customer support.

You can contact our support organization in several ways.

• In-App Channels
  • Open a support request (case) - Describe the issue or your need, and our support team will address it within 24 hours (during working days) and will contact you via email
  • Chat - Start a conversation with our support team from within the Augury platform
• Email - Write an email to our support team:  support@augury.com
• Call - You can call this number and leave a voice message.
  • US: +1-929-323-4593

Note, Questions for the Vibration Analyst or related to analysis, diagnostics, algorithms, repairs, failures, etc., should be addressed in the Machine Health Events thread on the machine page of the Augury Machine Health Platform.

Contact support from the Platform.

Open the “Help & Support” section and select your preferred communication: Chat or ״Request support״. 

Contact support from the Platform.

Open the “Help & Support” section and select your preferred communication: Chat or ״Request support״. 

Chat with Us

Opens a direct chat with one of our support agents. 

This is useful when you have a question that requires a short answer and a quick response. 

It can be helpful when having a technical (hardware) question next to a machine or if you face a platform (Software) query.

Keep the chat open, and the first available agent will answer your message within an hour.

Open a ticket

You will open a ticket when:

• You have a technical or software issue that requires additional information.
• You don’t want or have the time to “Chat” with an agent.
• Following a chat with an agent that in which you were asked to “Open a ticket”.

Click on “Request support.” 

A “Support Request Form” will open in a new tab.

Fill in the required information.

Note that the form will display additional mandatory information based on your issue.

You can also attach files or images to the request form. Once the form is completed, click Submit.

You will get a confirmation message via email, which will continue the communication regarding the case.