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Semiconductor Industry News, Trends, and Technology, and SEMI Standards Updates

To Better Serve Our Clients, We Will Be Discontinuing the Mailing of CDs and Hardcopy COAs for Runtime Licenses

We here at Cimetrix are excited that we are implementing a new process that will both benefit our clients and the environment. We have always delivered our software runtime license orders to our clients on CDs along with hardcopies of their Certificates of Authenticity (COA). Well, starting January 1st, we will begin delivering orders to our clients through emails that will include a digital COA for each runtime license and instructions on how to download their software.

As a company, we have always prided our self on providing the finest quality customer experience possible so we feel that this new process is just one more step in improving our service. There are a number of benefits of this change:

  • Most of our clients integrate Cimetrix’s software with their own software by using the Software Development Kit (SDK), most runtime license CDs are simply thrown away, which in today’s world is really not acceptable. By making this simple change, we will be eliminating thousands of pounds of potential waste.

  • We are constantly improving our software products and the latest version should always be obtained from our Support website (cimetrix.com/online-support)—not from a CD stored on a shelf somewhere for who knows how long. This change ensures that the latest version of our software will always be used.

  • The shipping cost and time delay by sending CDs by a carrier will be eliminated which will be a direct cost savings to you. 

  • The proof-of-purchase for our runtime license is the COA, not the CD. The COA number is what is used to obtain the license code using our online license generator. 

So the only thing we need our clients to do is to make sure we have an email address on file of where they would like their future orders sent. It’s that simple. We do foresee a period of adjustment for some clients, so for those that still want CDs and hardcopy COAs delivered, we will have this option available for an additional fee.

Of course, if you have any questions or comments regarding this policy, we are always happy to hear from you.  You can contact us at Orders@Cimetrix.com.

Topics: CIMPortal, CIMControlFramework, Support, CIM300, CIMConnect, EDAConnect, SECSConnect

New Cimetrix License History Report

Posted by Cimetrix on Sep 17, 2012 2:49:00 PM

by Brett Horsley
Customer Support Engineer

The Cimetrix Support Team has developed a new web tool to provide active support customers with information about their software licenses.

You can access the new tool by logging in at the Cimetrix Customer License Generator page. Choose License Report from the pull down menu, and the page will populate your company’s Cimetrix software license information in a table.

Here is an example of what you will see:

License History Report

You will be able to view the status of  all of the licenses your company purchased over the last 12 months, including information about whether the license is unassigned or assigned to a specific computer. You will also be able to see the MAC ID for any assigned licenses. To ease your internal reporting and communications, you can also download the history into a CSV file.

At Cimetrix, we constantly strive to provide outstanding support for our customers. Let us know how we can improve our support or communications.

Topics: Support, Licenses

Critical System Support - Semiconductor, PV, LED OEMs

Posted by Cimetrix on Apr 16, 2012 3:41:00 PM

by Brett Horsley
Customer Support Engineer

Back in December 2011 and January 2012, I posted a couple of blogs about the Customer License Generator. You can see what I wrote at New Web License Generator and Transfer a Cimetrix License To A New Machine. Our customers have been using the license generator and we have had a lot of very positive feedback.

One of our goals in developing the license generator is to improve support for critical systems.  When a hardware failure occurs on a vital piece of capital equipment running Cimetrix software, we know our customer – and our customer’s customer – cannot waste time waiting for a response.  Often replacing hardware or re-imaging a control system's operating system will require the Cimetrix license file to be transferred to new equipment. In past years,  Cimetrix customers would need to submit a license request via email and then wait for our license department to complete that request.  This process could cause significant delays, particularly if these requests came in during after-hours or on weekends.   

With the Customer License Generator, customers can request new licenses and license transfers online and receive their license file instantly, no matter what time of day they use it. Furthermore, even if the old license information is not-recoverable, the Customer License Generator can provide a 10-day demo license for a critical system, so they can get back online as soon as possible while we sort out any licensing paperwork. 

Customer License Generator

Getting equipment back into production can make or break business relationships.  Providing this level of support to our customers’ critical systems, whether they are on the production floor or in the lab, is important to us. If you are an existing customer, please try the Customer License Generator and let us know how you like it.

If you need help accessing or using our Customer License Generator, contact us at licenses@cimetrix.com.

Topics: Customer Service, Support, Licenses

Transfer Cimetrix License To A New Machine

Posted by Cimetrix on Jan 4, 2012 8:19:00 AM

By Brett Horsley
Customer Support Engineer

A couple of weeks ago we talked about the  new Cimetrix web license generator, discussing how our customers with up-to-date support contracts can go on to the Cimetrix web site and get new licenses emailed to them in just a few minutes. We should also point out that customers can also transfer a license from an old machine to a new one from the same site.

When you go to the License Renewal site, which you can access using your Support login user name and password, you can apply to transfer the license using the old MAC ID and a new MAC ID.  You will also provide your email address and we will email you the new license immediately. You save time and effort, and you don't have to wait for any paperwork to go through.

When you go to the License Renewal site, you will enter the required fields in a form you see below:

Web Lic Gen Transfer 2 resized 600

You should have received the user name and password when your company purchased our SDK product. The license will be sent to your email address. If you are not an SDK customer, please contact the Cimetrix Licensing team at licenses@cimetrix.com, or call us at 801-256-6500.

Give it a try and tell us how you like the experience.  Any questions - just email licenses@cimetrix.com.

Topics: Support, Licenses

Data Delivery to Cimetrix Support

Posted by Cimetrix on Aug 17, 2010 7:00:00 AM

The Good, The Bad, and The UglyThe Security

by Ryoko Fukushima,
Application Engineer

Email, Search Engines, Blog, Twitter, Ebay, Internet Banking. The Internet is deeply integrated into our everyday life and work. It makes it possible to exchange information and data almost instantaneously anywhere, anytime, and to anyone. The changes the Internet brought to our world have been irreversible, and the only way we can go is to forward.

But like any great human invention, it brought the good with the bad. Computer viruses, spam, malware, spyware, phishing. It is like opening the 21st century version of Pandora’s box. Cyber security has become an even more critical part of government and business infrastructure. However, tightening security against cyber threats actually can end up working against us. For instance, sometime our customers' network security unintentionally blocks harmless emails from Cimetrix with important attachment/data. Cimetrix believes that a smooth data delivery system is critical for our customer’s success.

This year, we began providing a data upload/download function to our protected customer support site. Data exchange is performed without compromising the customer’s network security.

To access, log in to the support website provided by Cimetrix with a valid username and password.

Support Website

Picture 1: Support Website Logon Page

After successfully logging in, a user should see the following page with Support Files Upload/Download link.

Support Website

Picture 2: Successfully Logged On

Clicking Support File Upload/Download directs a user to a file uploading page. Select a file to be uploaded by typing its complete path and name in File textbox or by selecting a file from Choose File to Upload dialog opened by clicking Browse button.

Next, click Upload button to upload the file to the support site. When file upload is complete, the user will see the newly uploaded file below the Browse and Upload buttons.The  user can download the uploaded file by clicking on its file name.

Support Website

Picture 3: Upload Page

If you have any problems using the support website, please feel free to contact Cimetrix’s support group (support@cimetrix.com).

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Topics: Customer Service, Support, Doing Business with Cimetrix

Requirement Gathering - Don’t be Afraid to Ask Why

Posted by Cimetrix on Jul 22, 2010 10:06:00 AM

by Derek Lindsey,
Principal Software Engineer

I have a four year-old who is heavily into the “Why?” stage right now. He asks, “Why?” about everything. Several years ago when my daughter was that age, she had a neighborhood friend who was the queen of, “Why?” One time I decided to play along to see how many times she would ask why before she gave up. I don’t remember the original topic, but it had something to do with our deck. After a few iterations of her asking why and me trying to explain, I had reached the molecular level of describing deck stain. (She outlasted me, by the way.)

Karl Wiegers wrote an excellent book called Software Requirements. In chapter 7, he discusses requirements elicitation. He calls it “the most difficult, most critical, most error prone and most communication-intensive aspect of software development.”

Often times, preliminary discussion of requirements will result in the customer telling you what he thinks he wants rather than what he really needs. Rather than ask the question, “What do you want?” we should really be asking “What do you need to do?” Wants are usually expressed as design details (i.e. “I want the button to be green if the state is active”) whereas needs are the real requirements (i.e. “I need a way of letting the user know when the state changes.”)

To really get to the heart of what the customer needs, we can all learn from my 4 year-old neighbor and ask “why” several times to get to the molecular level of the problem that needs to be solved. Just taking the customer comment that the button needs to be green at face value is easy to implement, but doesn’t really meet the need of the customer. Asking why the button needs to be green and a few follow on questions easily uncovers the real need.

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Topics: Support, Professional Services

Connect. Chat. Collaborate.

Posted by Cimetrix on Mar 11, 2010 7:47:00 AM

by DeAnn Rowan,
Marketing

As a blog reader, we would like to ask you a question:

So….What do you think?

We’ve been at this blogging thing for 6 months (almost to the day) now. We’ve seen a lot of interest as the traffic to our blog posts continues to rise at a rapid pace. The entire Cimetrix team has provided contributions and feels passionate about the information that we have been sharing with readers.

Some of our most popular posts to date – and ones you’ll want to check out if you haven’t already - include a narrative touting the benefits of software frameworks, a comparison of the data collection functions of SECS/GEM and Interface A, and the answer to the “He Said/ She Said” game between equipment and host.

What have you found to be the most valuable?
What topics would you like to see discussed more? Or less?

We want to be a resource of information for you regarding the SEMI connectivity standards and their implementation. As you read through our blog, please feel free to ask questions or provide insight on the topics being discussed. We welcome your comments!

In addition to this blog, we encourage you to interact with us, and others within the manufacturing community, via various social media networks:

Cimetrix Twitter   Cimetrix Facebook   Cimetrix LinkedIn   Cimetrix RSS   

Use these avenues as an alternative means to ask questions, provide feedback, and stay abreast of any industry or Cimetrix updates.

Thank you for your continued readership and we look forward to future discussions.

Connect with Us on LinkedIn:

Also check out the resources page of our website which offers several white papers, presentations, and articles for download on these topics!

Topics: SEMI Standards, Semiconductor Industry, Semiconductor News, Customer Service, Support, Doing Business with Cimetrix, Cimetrix Culture

Holiday Hours 2009

Posted by Cimetrix on Dec 23, 2009 2:35:00 PM

Cimetrix's main offices in Salt Lake City will be closed starting, Thursday, December 24 through Friday, January 1. Returning to normal business hours on Monday, January 4th.

Should you require assistance during that time, please do not hesitate to contact us:

As always, for urgent Support incidents, please dial the support line +1 800-344-7292 or call the main line (+1 801-256-6500) and select option #2.

From all of us at Cimetrix, we sincerely wish you a Joyous Holiday Season. May the New Year bring you continued success and prosperity.  We look forward to furthering our business relationship in 2010!


Topics: Customer Service, Support, Doing Business with Cimetrix, Announcements

“This is Cimetrix Support, How May I Help You?”

Posted by Cimetrix on Dec 2, 2009 9:03:00 AM

Quality Customer Support Callby Ryoko Fukushima
Application Engineer

Computers, cell phones, video games, internet, online banking, etc., we live in a brave new world of technologies. It is true that these technologies have improved our lives tremendously. But, when things stop working or you have questions outside of the information found in a manual, who ya gonna call?

Tech Support !!!
(If you whispered “Ghostbusters” in your mind secretly, give yourself a little pat on the back and pull your legwarmers from your closet.)

Cimetrix Support works very hard to give the best support to our customers. Since this spring, I began working as one of support engineers. After handling various cases, I began to feel more and more like a CSI, than a support engineer. Most often, I spend my time gathering enough information to formulate a logical explanation and solution for an issue reported by the customer.

From a customer’s perspective, this adds more time until incident resolution. So, I thought I could save our customers any unnecessary delays and headaches by providing insight on how to expedite the technical support process.

In order to have your issue effectively handled and solved in a speedy matter, please provide the critical pieces of information listed below to your support engineer:

  • Version of Product(s) you are using
  • An output file produced by Support Tool
  • Product Log Files (i.e. log files generated by CIMPortal, CIMConnect, etc.)
  • EPJ file (for CIMConnect/CIM300 User)
  • A details instruction for how to reproduce your issue
  • A stand-alone application reproducing the your issue

As a member of the Cimetrix Quality Customer Support team, my goal is to serve as an extension of your engineering department, partnering with you to efficiently solve all incidents. Working together, I am sure that we can get you back on track in no time.

Now remember, if there's something weird and it don't look good...
Who ya gonna call?

+1 (800) 344-7292 Cimetrix Quality Customer Support

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Topics: Customer Service, Support, Doing Business with Cimetrix

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