Get Help From Our Experts

Our trained experts are here to help you. We offer support in the Umetrics Suite and here you can find both self- help resources as well as information to our support department. 

Knowledge Base

Here you can find the latest information about the products part of the Umetrics Suite and also answers to the most of your questions.

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FAQ

Answers to the most common questions.

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Consulting

Get help from our Data Analytics experts, find out how we can help you.

Consulting Services

Quality

Here you find information about quality assurance and validation of our software products.

Quality

Remote Support

Instructions on how to get remote support.

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Support

North America
Telephone: +1 408 609 2605 (during local office hours PST)

Worldwide
Telephone: +46 90 184800 or +46 40 6642580 (during local office hours CET)
Office: Sartorius Stedim Data Analytics AB, Umeå/Malmö, Sweden

Support for all products except SIMCA-online and SIMCA-Q
Email: umetrics_support@sartorius.com

Technical support for SIMCA-online and SimApis
Email: umetrics_support-SIMCA-online@.com

SIMCA-Q support
Email: umetrics_support-OEM@sartorius-stedim.com
 

Entitled to Support

  • Enterprise Platform customers are entitled to support to all products included in their contract, for the duration of the agreement.
  • Maintenance Agreement customers are entitled to support for the contracted software license, for the duration of the agreement.

Technical Support team’s Working Hours

Our support team is available on Business days from 8am CET (2am EST) to 23pm CET (5pm EST), a total of 15 hours.
Business day means from Monday to Friday excluding bank and public holidays in Sweden and the United States, where our support teams are located.
Support will be unavailable on holidays observed in both Sweden and the US:

DateHoliday

January 01

New Year’s Day

Not fixed

Good Friday

Not fixed

Easter Monday

December 24, 25, 26 

Christmas

December 31

New Year’s Eve

Limited support will be available on holidays observed either in Sweden or the US:
US Public holidays: Martin Luther King Jr. Day, Memorial Day, Independence Day, Labor Day, Veterans Day, and Thanksgiving.
Swedish Public holidays: Epiphany, Labour Day, Ascension Day, Whitsun, National Day of Sweden, Midsummer's Day, and All Saints' Day.”