The MATICS Support Team is here to help you solve issues, answer technical questions, and ensure a smooth and effective user experience.
Below is everything you need to know about how to contact us quickly and easily.
How to Contact MATICS Support?
On every customer site and in the manager mobile app, there is access to a chat that directs the customer to the MATICS Support Team.
Web location:
Manager App location:
⚠️Please note that the Cockpit and Operator App do not include an option to contact MATICS Support directly.
When first opening the chat, there are two options to choose from:
Navigate to the MATICS bot, where you can ask general and basic questions about the system and its operation using free text.
Report technical issues or request system changes.
⚠️ Please note it is important to click the navigation buttons that most accurately reflect the issue you are experiencing.
Avoid clicking unrelated options just to reach a live support agent, as this may confuse the agent with incorrect data.
Support Working Hours
Sunday to Thursday: 09:00 – 18:00 (Israel Time)
Fridays and Holiday Eves: Limited availability for urgent issues only
For urgent issues outside business hours, in addition to opening a support request via chat, please also send an email to your account manager to ensure proper handling and prioritization.
📌 Tips for Effective Support Requests
To help us assist you efficiently, please include:
A clear description of the issue
A screenshot (if possible)
The relevant station/machine name (if applicable)
User details / Date / Time of the issue
When Should You Contact Support, Use the MATICS AI Agent, or Reach Out to Your Account Manager?
🛠️ MATICS Support Team
Contact the support team when you encounter:
Technical issues
System malfunctions or abnormal behavior
Requests to add or remove machines
Any situation where the system is not functioning as expected
The support team is here to resolve operational issues and ensure the platform runs smoothly.
🤖 MATICS AI Agent
Use the MATICS AI Agent for:
General questions about how the system works
Basic guidance and explanations of system features
Navigation help within the platform
The AI Agent provides quick answers and helpful guidance to common user questions 24\7.
👤 Your Account Manager
Reach out to your account manager in the following cases:
Commercial discussions
Scheduling formal training sessions (on-site or remote)
Requesting new features or system capabilities
Escalating broader concerns not related to technical issues
Your account manager is your strategic point of contact for maximizing the value of MATICS in your organization.
At MATICS, we are committed to providing fast, clear, and effective support to ensure your operations run smoothly at all times. By using the integrated support chat and following the tips outlined above, you can help our team resolve your issues efficiently. For urgent matters outside business hours, it’s essential to not only open a chat request but also send an email to your account manager to ensure your request receives the proper attention and prioritization. Your collaboration helps us support you better.