Gray Solutions, InLine Engineers, and Gray AE are joining together to form Gray AES effective January 1, 2025.
This strategic alignment positions Gray AES to better meet customer's evolving needs in today's dynamic industrial markets. For more information, please visit here.
Technical Support
Above, beyond, and always on
Does anyone actually enjoy contacting technical support to troubleshoot industrial system issues? (Insert crickets chirping.) Aside from being stuck with a problem you can’t fix on your own, getting support can be a real pain. Typically you’re stuck with one of two subpar support options: a makeshift setup that pulls your technical staff away from other projects, or a complex service that connects you with non-technical personnel who read from a tired script, going over the same obvious steps you've already tried. Either way, it’s an incredibly frustrating time-suck that rarely results in a timely solution.
At Gray Solutions, we tackle technical support differently. We’re an extension of your team, ready to deploy our technical knowledge and creative problem-solving whenever you need us, all day, every day.
Fixing support
Our approach to technical support began in an unconventional way. We sat down and made a list of all the things we personally hate about technical support. It was a long list! Next, we identified critical failures of current support models, which empowered us to redefine what it means to provide best-in-class technical support for our customers.
Immersive support
We provide comprehensive support from the moment your system enters commissioning. Our technical support experts are there from the beginning, going onsite with the commissioning team to immerse themselves in the details of your project to give you true end-to-end service.
Curiosity-driven experts
Close your eyes and imagine a support team. You're likely picturing a call center jam-packed with staff reading from the same playbook. Not on our watch. Every member of our support team is a seasoned pro, armed with diverse technical know-how. Like all Solutioneers, our support experts are driven by an innate sense of curiosity and a hunger for knowledge. If they’re not busy supporting you, they’re leveling up their technical skills.
Support that never sleeps
Equipment doesn't care about business hours, and downtime costs a fortune. We’ve got you covered. Our highly trained team of U.S.-based experts are just a phone call or email away, 24/7.
Service matters
Sure, technical training is important, but our support experts go beyond that. They don't just know their stuff; they also know how to treat customers like VIPs. We believe in learning from the best, which is why we invest in top-notch customer service training programs for our support team. Our goal is to be nothing short of world-renowned providers of hospitality-focused service. Because it's not just about great technical support—it's about giving you an all-around amazing experience.
Supporting you securely
Cybersecurity is never an afterthought for us—it's our foundation. We prioritize implementing top-notch cybersecurity best practices, and that extends to how we provide support. We understand the critical importance of safeguarding your systems and data, especially in regulated industries.
All pros. No cons.
Related services
Example applications
FAQs
A: No mass call centers or script readers here. You’ll immediately connect with a Solutioneer prepared to solve your time-sensitive challenge. Our U.S.-based support team has extensive experience and a broad range of skillsets, and they’re available 24/7.
A: We’re all about flexibility, so it’s really whatever works best for you. For most customers, this means phone, email, or our support portal. Carrier pigeons more your style? We wouldn’t necessarily recommend it, but hey, we’re game if you are.
A: Periodically, based on which SLA you choose, we conduct audits on your systems to ensure smooth operation without any major hiccups. If we spot any deficiencies, we handle them with care based on their urgency. We’ll notify you immediately about pressing issues like a blinking battery indicator on a PLC. We give proactive attention to matters with a longer runway, such as your server stack nearing end-of-life. We’ll also provide a thoughtful proposal for upgrading or updating your hardware. Rest easy knowing that we've got your back with a plan in place to keep things in tip-top shape.
FAQs
A: No mass call centers or script readers here. You’ll immediately connect with a Solutioneer prepared to solve your time-sensitive challenge. Our U.S.-based support team has extensive experience and a broad range of skillsets, and they’re available 24/7.
A: We’re all about flexibility, so it’s really whatever works best for you. For most customers, this means phone, email, or our support portal. Carrier pigeons more your style? We wouldn’t necessarily recommend it, but hey, we’re game if you are.
A: Periodically, based on which SLA you choose, we conduct audits on your systems to ensure smooth operation without any major hiccups. If we spot any deficiencies, we handle them with care based on their urgency. We’ll notify you immediately about pressing issues like a blinking battery indicator on a PLC. We give proactive attention to matters with a longer runway, such as your server stack nearing end-of-life. We’ll also provide a thoughtful proposal for upgrading or updating your hardware. Rest easy knowing that we've got your back with a plan in place to keep things in tip-top shape.