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Support FAQs

FAQs

Comprehensive Product Support

Statmon Technologies offers extended support services for all our core software applications.

StatCare™ Support

Broad-based answers to the most common questions including system requirements, basic connections to a site, voltage requirements, installations, etc.

How do I contact Support?
By telephone at +1.888.418.3646 or by email. An email request is immediately forwarded to all support staff and management, while a telephone call to our main number may be placed into a queue. Email lets you submit your inquiry without the time constraints of voicemail or an answering service. Contact us by email at support@statmon.com.
On-site installation is available from Statmon. Charges vary depending on the location and the number of sites.
Support periods are for one (1) year, with an automatic one-year extension upon payment of the Statmon renewal invoice before the current period lapses. Customers may purchase multiple-year periods, with payment on an annual basis. The base support price is generally quoted in the initial system purchase quotation. When systems or licenses are added, the additional support cost is typically 15% of the cost of the additions.

Axess runs on either of two platforms:

  • Workstation: a current business-class office PC running Windows 11 Pro (64-bit), with an Intel Core i5 / AMD Ryzen 5 or better processor, 16 GB RAM (32 GB recommended for large channel counts or extensive OVIs), a 256 GB or larger SSD, Gigabit Ethernet and a 1920×1080 or higher resolution display.
  • Server: a 1RU rack-mount server running Windows Server 2022 or above, recommended for NOC and multi-site deployments, with redundant power supplies and RAID-protected storage.

Serial (RS-232/RS-422) connections can be provided by a PCIe serial card or USB-to-serial adapters. Microsoft® Message Queuing (MSMQ) must be installed and running (depending on the Axess version purchased), and the installing user must have administrative privileges on the system.

Remote Axess sites can be accessed via TCP/IP, over LAN/WAN; via 2-wire dial or 4-wire dedicated telephone lines; via dedicated fiber, microwave or satellite links; or via broadband cable or wireless circuits. It is recommended that the user also establish a secure VNC/VPN connection.
The number of sites you can connect to depends on the number of remote site connections purchased for each Axess license. When configuring for a NOC environment, other considerations apply; please contact Statmon.