Technical Support

The Drives Product Support Group (DPSG) provides post-sale support on AC drive and soft starters. Contact the DPSG for post sales questions. If the reported problem cannot be resolved, the support engineer will escalate the case or direct you to the functional group that can best provide problem resolution. Each problem inquiry is assigned a case number which is critical for tracking the history of the problem, for dispatching service and for warranty evaluations.

The DPSG offers a Drives Premier Support Contract or Advantage Service Plan (ASP) that includes direct access to our Advanced Technical Support engineers including holidays, nights, and weekends.

Free Remote Technical Support

The Drives Product Support Group (DPSG) provides assistance with basic product configuration on current products, as well as legacy products still under warranty, and answers frequently asked questions (FAQs).

Support is available Monday through Friday, 8:00 am to 8:00 pm Eastern Standard Time, excluding holidays. All inquiries are handled on a first come, first serve basis by our Primary / Level 1 team and escalated as needed to our Advanced team on a first come, first serve basis with a 48 hour maximum response time.

The DPSG offers a Premiere Support Contract that includes direct access to our Advanced Technical Support Engineers on holidays, nights, and weekends. After hours service is available at an additional cost for those who do not have a Premier Support Contract.

NOTE: For better response time, purchase Drive Premier Support Contract or reach out to your local Schneider Electric Representative to discuss an Advantage Service Plan (ASP). There’s a $550 a one-time fee for a “Down Scenario” to access Advance Technical Support Engineers without an active support plan.

Premier Contract for Remote Technical Support

You can choose our Premier Support Contract and partner with specialized engineers to help improve system performance, increase use, and reduce total cost of ownership.

The Premier Support Contract includes direct access to our Advanced Technical Support Engineers with the highest priority and a one hour maximum response time during normal operating hours, Monday through Friday, 8:00 am to 8:00 pm Eastern Standard Time.

It also includes technical support with a 30 minute response time after hours, including weekends and holidays, and enhanced access to web/email/chat/case creation from our Automation website.

The Premier level of technical support is also available for a one-time fee.

Contact your local Schneider Electric distributor or sales office to place an order. For more information regarding adding this service or renewing your existing Premiere Support Contract, please call 888-266-8705 and select option #3.

DPSG Contact Information

Toll Free	1-888-778-2733
Email	drive.products.support@se.com
MySchneider	https://www.se.com/myschneider NOTE: Enhanced web/email/chat support is in addition to Free Basic Technical Support. Customers have access to a self-service support portal.
Web	https://www.se.com/drives

Enhanced web/email/chat support is in addition to Free Basic Technical Support. Customers have access to a self-service support portal.