Global Technical Assistance Centers

Honeywell technical experts at Global Technical Assistance Centers provide a variety of support services for software and hardware installed on users’ systems:

• Warranty support for all products under warranty
• Configuration support to help users add hardware or software functionality to their systems
• Problem resolution: In the event of an incident, they work with the development engineering team to provide control workarounds for critical problems that cannot be immediately solved
• Product support to assist users looking for information regarding Honeywell products
• Upgrade and installation support to users enhancing their hardware or software
• Defect/PAR management to document and report defects to the Honeywell Engineering organization for resolution.

Global Technical Assistance Center's services are provided on a time and material basis or through a Solutions Enhancement Support Program (SESP) contract. Users can reach the centers through eSupport or phone. They are either directed to an available engineer at a Technical Assistance Center or their contact information is captured and shared with an engineer who returns the call within an agreed response time. Calls are prioritized based on a number of factors, including criticality of the event and impact on safety and the environment as well as contractual response commitments.

Global Technical Assistance Centers provide immediate incident or configuration support for users' process or quality control systems to prevent or lessen the impact on plant operations or safety. Also, it helps to reduce downtime of plant operations and the key technical resources supporting the plant.​