About Support

The Technical Support staff at AMS Controls can help you with problems, repairs, and answer questions about products, machine applications, and production issues.

AMS Controls has a team of experienced Technical Support Specialists who can perform on-site installations and service when needed. View the section Field Services for our service rates, and contact AMS Controls for availability in the US and around the world.

We also have a variety of manuals, FAQs, and support articles available online. Simply search for your product or problem for self-support.

How AMS Support Works

All new support cases are started by contacting our Technical Support department by phone, email, or our online form.

Email Support Requests

Contact AMS Controls Technical Support at support@amscontrols.com. Please include the following information in your email:

• Company name
• Contact name
• Best phone number to reach you
• Direct email address
• A brief description of your issue
• Serial number of the product if available

Phone Support Requests

To contact Technical Support by phone, call 1-800-334-5213 (US & Canada) or 314-344-3144 (Worldwide) and press “2”.

All support calls and emails are answered by a Support Coordinator, who will collect basic information about your support issue. If the Support Coordinator is on the phone when your call is received, you may be prompted to leave a voice mail. It is critical that you leave your name, company, return phone number, and a description of the issue you are experiencing. Failure to leave this information will result in a delay in service. You will always have the option to continue to hold if you would prefer to speak to a Support Coordinator rather than leave a message if you are calling during normal business hours.

Technical Support lines are open Monday-Friday, 8:00am – 5:00pm CST. If you call for support outside of normal business hours, please leave a voice mail and your call will be returned when the Support department reopens the next business day. Messages left late in the day may not be returned until the following business day.
It is important to note that support issues should not be reported to other departments or to individual employee voicemails or emails. All support issues should be reported directly to the Support department to ensure consistent, timely service.

After a Support Case Has Been Started

The Support Coordinator may be able to resolve your issue over the phone or by email. If necessary, the issue will be assigned to a Support Technician, who will become your primary contact through the Support process. Support Technicians respond to new incidents in the order they are received by the Support Coordinator. Our incoming call volume varies greatly through the week and therefore the time it takes for a returned call from a Support Technician can vary from a few minutes to a few hours.

Please ensure that all communication regarding your support case is sent directly to your primary contact during the resolution of the issue. This will ensure faster service.

More than half of all support cases are resolved during the first call with a technician, and about 90% are resolved during the same calendar week they are started. It is important to note that our Support Technicians also perform field service and can be out of the office for one or more weeks at a time and are generally unavailable while in the field. Our technicians do their best to keep their voice mail and email out-of-the-office messages up-to-date when they are traveling. Should your troubleshooting case span into a time when your primary technician is out of the office and you want to continue the troubleshooting process before they return, contact the Support Coordinator and notify them that you have an open case. The Support Coordinator will reassign your case to an available technician who will continue the process of resolving your case.