Telephone Support

Cutting Edge are continually praised for the quality of their front-line technical support. The vast majority of enquires are dealt with directly over the telephone. Should the support team need extra assistance then the Siemens PLM Software help-desk is also at hand. Where customers have purchased additional products complimentary to Solid Edge we have a sound understanding of these but also work closely with these providers to ensure a rapid response to problems or queries that may arise.

Call Logging

To request assistance simply ring 01993 871001 or 0845 3700 150 (charged at a local rate) and ask to be put through to technical support. Your call will be logged and your query given a unique identification number. This will allow us to record the problem into our Call Logging System CESIL (Cutting Edge Support Incident Log). This system facilitates call handling and reporting and serves as an escalation procedure should the need arise. Where queries are helped with example data then a dedicated email address is available.

On-Site Support

From time to time, customers request the staff at Cutting Edge to visit their site for a more in-depth look or explanation of problems or queries. This facility is included in our maintenance contracts as a free of charge visit whenever justified and within reason.