About the Amada America Support Services
The Amada America Support Services Group provides our customers with
the highest level of support possible for all of our products.
The Support Services Group receives exceptionally high ratings
from our annual customer satisfaction surveys. Our team of highly-skilled
technicians has expert knowledge of our products and insight into
the unique needs of the fabrication industry. Our technical support
team is accessible online, through e-mail and our dedicated
or by telephone, fax, and mail, or on-site at your location.
Please select from the list below to learn more about the various
support options that the Amada America Support Services Group provides:
• Annual telephone support agreements
• Per incident
• On-site support
• Custom programming
Before you call...
Please remember that Amada America's technical manuals and on-line
help answer many commonly asked questions. Please try to locate
to your problem in
these manuals first.
When calling Amada America support, please follow these guidelines to ensure prompt
and effective support:
Be ready to describe the problem in detail and know what product level and version
you are working with. Document what happened, particularly if you cannot call
immediately after the problem occurred.
Be in front of your computer or FabriVISION controller while you call.
If possible, try to duplicate the problem. The support technician may request
that you do this while you are on the phone. Also, be prepared to submit geometry,
NC files and other data related to your problem.
If you are not the primary user, discuss the problem with the primary user
before calling Amada America support.
Have a complete description of your hardware, including CPU,
operating system, mouse, video card, and memory prior to calling
Also, Amada America has an FTP site available for transferring
files to and from our customers. If you have not already done so, contact
a support representative
prior to sending any files to Amada America. To send us a file, you need to
use an FTP program. If you do not already have one, you can
a free FTP program
called FileZilla here.
Once you have an FTP program installed on your system, contact a Amada America
support representative to get the user ID and password to connect to our
contact Amada America Support by phone, fax or email:
By Phone: 714-549-0112
By Fax: 714-443-5036
By Email: FabriWIN
Telephone support is available from 6:00 A.M. to 5:00 P.M. (PST) Monday through
Annual telephone support agreements
Annual telephone support agreements are available for FabriWIN and FabriTRAK.
The annual telephone contract is designed to provide customers with real-time
technical assistance over the phone. The telephone support program
your company's support staff, or it can serve as the perfect complement to
on-site technical support. We have certified hardware and software personnel
with extensive industry knowledge available to provide telephone support. We
utilize a support database to log and track your concerns until they are resolved.
telephone support services also include GotoMeeting support (for more information
on GotoMeeting, please follow this link). Shorter
duration telephone support agreements are also available. To subscribe to the
annual telephone support, please call
Our telephone support services are available on a per-incident
basis. We provide the same high quality services as in our annual
agreements (including GotoMeeting support).
Per incident support provides the additional support flexibility for your products
and available for FabriWIN. For per incident support, please
call 714-549-0112 and ask for "Per Incident Support".
Amada America can provide any support services at your location.
To learn more about a personalized, on-site support package,
please call 714-549-0112 and ask for "On-Site
Support" for your product.
What is custom programming?
Our custom programming service is designed to help you to adapt
our software for a specific situation and/or need. Amada America
can create custom
your exact needs
effectiveness of FabriTRAK and FabriWIN in your operations.
Why do I need it?
Custom programming can streamline your business, allowing you
to provide better service to your customers and save you time.
Saving time saves money. If you are spending hours each month
doing repetitive calculations, looking
up information on charts, tables or books, you may beneifit from custom programming.
much does it cost?
Custom programming is available for FabriWIN machine
Because each project is unique, we must discuss your specific
needs in order to develop a price estimate. Download and complete
this form, then fax it to the Amada America Support team at 714-549-0112
for a free estimate.
GotoMeeting is a real-time interactive communication service delivered
through the Internet and the World Wide Web. All you need is
a computer with a high speed internet connection and a web
browser, such as Internet Explorer. There is no need for software;
your first usage of any GotoMeeting service, a client plug-in will
be installed into your browser. After the plug-in is installed,
you are ready for real-time interactive meetings and support
Using GotoMeeting's OnCall feature, a technician can show and
annotate diagrams and schematics, demonstrate how to use an
application, view and diagnose an application running on your
files for analysis, upload patches and files straight onto
your computer, and remotely reconfigure your system. All
are included in GotoMeeting OnCall with the added security that
provides for the customer to take back control during a session
the ability to deny any request made by the technician.