Overview Making a Support Call Invocation (E-mail) Escalation Procedure Overview Making a Support Call Escalation Procedure
Support Overview
If you require urgent support, call this number:
| Telephone (UK): | 01634 256256 | |
| Telephone (International): | +44 1634 256256 |
Outside of normal office hours we use an answering service (people, not a machine) to handle calls. Please make sure that you advise the service that you wish to make a 'SUPPORT CALL' and need to receive an urgent response.
Making a Support Call
When making a support call, please have the following information available:
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Contact name
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Company name
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Contact telephone number
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Alternate telephone number
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Brief description of your problem
Please make sure that you advise the service that you wish to make a 'SUPPORT CALL' and need to receive a response.
This service will take your details and contact the relevant support person who will in turn call you back within one hour.
Support Invocation (E-mail)
For logistical (spares) requests and non-urgent support issues, our preferred method of contact is e-mail. To raise a support call (invocation) by e-mail create a message with "SUPPORT INVOCATION" and your company name in the SUBJECT line, then send to: Give the following information:
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Contact name
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Company name
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Contact telephone number
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Alternate telephone number
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Brief description of your problem
If requesting replacement spares, please include the part number and tracking number of the failing part.
A support person will respond to your message.
Escalation Procedure
In the unlikely event that you do not receive a reply within one hour, phone the support line and ask for your call to be escalated. Internal procedures will guarantee a response within the next hour.
In case of any problems with the above number, our 24 hour, 365 day answer service can be contacted directly on:
| Telephone (UK): | 0800 093 1386 | |
| Telephone (International): | +44 800 093 1386 |
Ad-Hoc Support Overview
Our support services are available to customers without a support contract on an ad-hoc basis. This service will be chargeable where the call-out, travel time, spares and service time will be charged to the customer.
Ad-hoc support calls will be responded to on a 'best endeavours' basis and contract customers will take priority.
If you require urgent support, call this number:
| Telephone (UK): | 01634 256256 | |
| Telephone (International): | +44 1634 256256 |
Outside of normal office hours we use an answering service (people, not a machine) to handle calls. Please make sure that you advise the service that you wish to make a 'SUPPORT CALL' and need to receive an urgent response.
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