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Adacel are committed to customer service excellence and we package that service in a variety of ways specifically designed to support our customers. We call it SimCare. SimCare is a suite of product support and maintenance plans. Although our products come with a standard warranty period, SimCare is designed to pickup where the warranty ends, extending the life of the system and maximizing the return on your investment (see below for more details).

Centralized Customer Support Center

The Adacel Customer Support Center (ASC) provides 3 tiered technical support for its customers. Support can be available 24 hours a day, 7 days a week depending on your needs. SimCare can also provide a customized website tailored for you. Some of the features the website may include are:

The website customization is a great communications tool between ASC and the customer. One of our biggest customers, the United States Air-Force, uses their customized website as a portal between their bases. Points of Contact (POCs) from each base can communicate with other POCs and help each other with any issues they may have. This also enables them to share files and ideas.

ASC has the ability to send a support technician, regardless of geographical location, to your site to troubleshoot and resolve issues that can’t be corrected via remote access or telephone.

Engineering Services

Adacel has the ability to use remote communication to address most issues that may arise with your system. Using a virtual private network (VPN), our technicians can remotely connect to your system and perform an array of tests and repairs.

Software Upgrades

Customers who purchase a SimCare contract with also receive free software upgrades for the life of their support contract. Software Upgrades include defect resolutions and product enhancements. Software Upgrades are essential in keeping your system up to date with technology.

On-Site Support

Adacel has the ability to place a technician at your site to provide system support and maintenance. This technician can be utilized to assist in system configuration, maintenance, and scenario development.

Annual Visits

Each year of your SimCare contract, ASC will send a technician to your site to perform annual maintenance and checkup of your system. During this time technicians will make sure your product is running correctly, perform preventive maintenance on the system and try to resolve any outstanding issues you may have with the system. In addition, your system will receive the latest version of software.

Configuration Management

With each SimCare contract, Adacel will provide Configuration Management of the purchased system. We keep track of all the computers, monitors, cables, and other equipment that makes up your system and provide replacements if necessary. With Configuration Management being a part of SimCare, every piece of your system will be managed through its lifecycle.