Printed circuit board (PCB) design requires precision and efficiency, so technical support isn’t merely a perk; it’s a necessity. Designers and engineers often find themselves needing prompt and accurate assistance to keep projects moving. When it comes to Altium Designer, a prominent EDA tool, understanding the differing approaches to support offered by Altium itself versus a value-added reseller (VAR) like EMA Design Automation becomes incredibly important. This article will delve into the particulars of Altium Support vs EMA Technical Support, highlighting EMA’s advantages in delivering a comprehensive support experience.
| EMA Technical Support Plus | |
| Feature | Description |
| EMA Toolkit | The Toolkit provides a collection of productivity-enhancing utilities, scripts, and design aids developed by EMA's experts to extend capabilities and streamline common design tasks. |
| EMA Training | Training resources and specialized courses, covering best practices and specific design methodologies to accelerate user proficiency and maximize software utility. |
| EMA Services Credit | This credit can be applied towards a range of EMA professional services, including custom library development, advanced design methodology consulting, or specialized project assistance, offering flexible support beyond standard issues. |
| EMA Knowledgebase | A repository of technical articles, FAQs, and solutions curated by EMA's support team, providing in-depth insights and proven strategies not typically found in generic vendor documentation. |
The Landscape of EDA Software Support
Typically, EDA software support falls into two main categories: direct vendor support and value-added reseller (VAR) support. Direct vendor support, as provided by Altium, often means accessing resources and expertise directly from the software developer. VAR support, on the other hand, comes from a specialized partner like EMA, which not only resells the software but also layers of additional services and localized expertise. Both models have their place, but the differentiators become apparent when addressing specific complexities of advanced design challenges.
Altium’s Direct Support Model
Altium provides an array of resources for its users. Their online technical documentation is extensive, offering detailed information on features and functionality across their design solutions, including Altium Designer and Altium 365. Users can access comprehensive knowledge bases, community forums, and a dedicated learning hub.
Altium’s direct support structure typically includes:
- Online Technical Documentation: Extensive resources detailing features and functionalities across Altium Designer and Altium 365.
- Knowledge Bases and Learning Hubs: Comprehensive repositories of information and structured learning materials.
- Community Forums: Platforms for peer-to-peer interaction, knowledge sharing, and troubleshooting among designers and engineers.
- Chatbot Functionality: Automated assistance for common inquiries such as installation, licensing, and general error messages.
- Ticket-Based Support: A mechanism for submitting more complex issues requiring deeper analysis, with priority access and case escalation often linked to higher-tier subscription levels.
While Altium’s documentation is strong and frequently updated, providing a solid self-service foundation, some users have reported challenges with such technical support, including missed meetings and slow response times for direct queries. There are instances where phone support is less direct, leading to automated messages that point users back to online resources or ticket submission, sometimes without the option to leave a message. This reliance on digital channels and tiered support can leave engineers wanting a more immediate, personalized interaction when facing design hurdles.
EMA’s Value-Added Reseller (VAR) Support Model
As a full-service provider, EMA doesn’t just hand you the software license; we offer what we call “5-star Support,” staffed with industry experts ready to provide live, real-time help. Think of EMA as an extension of your own engineering team, armed with a deep understanding of EDA tools and the practical application of those tools in real-world scenarios.
EMA’s technical support encompasses several key advantages:
- Personalized Training and Implementation: We provide tailored training and hands-on assistance to integrate EDA tools into your specific workflows and projects.
- Custom Solution Development: Our team crafts custom solutions designed to address unique project requirements and challenges.
- Deep Workflow Understanding: Dedicated support engineers build long-term relationships with clients, gaining intimate knowledge of their design environments for more efficient problem-solving.
- EMA Resource Center (ERC): Registered users gain access to FAQs, a comprehensive knowledge base, and a streamlined portal for submitting priority service requests directly to technical staff.
- Liaison to Vendor Development: We act as a conduit, funneling client feedback, feature requests, and bug reports directly to the development teams, helping to influence future software enhancements.
- Vendor-Certified Expertise: Our technical support members are trained and certified by the software vendors, ensuring thorough product knowledge and effective customer education.
This proactive approach helps shape future software improvements based on real-world user experiences.
A Closer Look: Altium Support vs EMA Technical Support
To illustrate the distinctions more clearly, let’s break down key aspects of support between Altium support vs EMA technical support.
| Altium vs EMA Technical Support | ||
| Feature | Altium Direct Support | EMA Technical Support (VAR) |
| Knowledge Base | Extensive online documentation, knowledge base, community forums, webinars. | Leverages EDA tools resources, plus EMA's proprietary FAQs, knowledge base, and internal expertise. |
| Accessibility | ChatBot for instant help, online ticket submission, varying phone support availability based on subscription. | Live, real-time access to expert engineers via phone and priority service requests. Direct email and phone contacts. |
| Personalization | Generally standardized responses; limited direct one-on-one relationships. | Highly personalized; dedicated support engineers who understand your specific design context and history. |
| Scope of Assistance | Primarily focused on software functionality, bugs, and licensing. | Software functionality, complex design challenges, methodology guidance, custom integrations, training, and strategic consulting. |
| Proactivity | Reactive to user issues, with some proactive updates to documentation. | Proactive engagement, assistance with leveraging advanced features, preventative measures, and strategic advice. |
| Implementation & Training | Online tutorials, Altium Academy, webinars. | Personalized training (virtual/in-person), hands-on workshops, and custom implementation support. |
| Problem Solving | Often guides users to documentation or community; ticket-based for complex issues. | Direct, interactive problem-solving with experts who can remotely assist or offer immediate solutions. |
Beyond Break-Fix: The Strategic Edge of VAR Support
EMA’s technical support isn’t simply about reactive problem-solving. We view support as a long-term partnership, which involves:
- Strategic Consulting: Helping you adopt new features, refine your design methodologies, and integrate EDA tools with your existing toolchain (e.g., MCAD, PLM) to create a cohesive digital thread.
- Preventative Measures: Guiding you through best practices for library management, version control, and design rule setup to avoid common pitfalls before they become costly problems.
- Customization and Automation: Assisting with custom scripting or workflow automation to streamline repetitive tasks and boost productivity.
- Industry Expertise: Our team often comprises engineers who’ve worked in various industries, bringing a breadth of practical knowledge to the table. They understand potential design challenges, whether it’s RF, power electronics, or mixed-signal systems.
To experience the difference that dedicated, engineering-focused support can make in your design process, reach out to EMA and discover how our team can elevate your workflow.
