Support
Support
How to open a ticket and what to expect from each type of support.
Channels
Client with a sustainment contract
Use the channel defined in your contract. Response times, coverage and escalation are those agreed there — this site does not override them.
Client without a contract
On-demand support, subject to a quote. Describe the equipment, the symptom and when it started — that shortens diagnosis.
Pre-sales technical question
Compatibility, sizing and technical alternatives: talk to engineering before buying, not after.
What to include when opening a ticket
Tickets with this information are usually resolved remotely; without it, they almost always become a site visit.
- Equipment identification: manufacturer, model and serial number if available
- Observed symptom, and when it started
- What changed before the problem appeared (construction, power outage, update, rain)
- Whether the problem is intermittent or permanent
- Photos of the equipment, the status panel and any error message
- Name and phone of the person on site with physical access to the equipment