Our service request form starts by asking what kind of help you need. That choice determines where your request goes, so it is worth picking deliberately.

The three routes

• Machine is down — production has stopped. Goes straight to our field service team and is flagged as urgent automatically.
• Support or service — troubleshooting, program changes, scheduled onsite work, parts identification. Also handled by field service, without the emergency flag.
• New project or quote — panel builds, retrofits, integration, training, service agreements. Goes to our sales team instead of the service queue.

What the form asks

Beyond your contact details, the technical routes ask for:

• Site city and state — so we know where you are before we talk about dispatch
• Whether you are an existing customer — existing sites often already have remote access and site notes on file
• Equipment type — CNC, control panel, conveyance, ASRS, robot cell, press or punch, packaging line, SCADA or HMI
• Control platform — Siemens TIA Portal, Siemens legacy S7-300/400, Sinumerik, Allen-Bradley Studio 5000, Allen-Bradley RSLogix 500, or Ignition. "Not sure" is a valid answer
• Production impact — line down, running but degraded, intermittent, no impact, or planned work
• Remote access — whether we can reach the machine without travelling

You can attach up to ten files of 25 MB each. Photos of the panel, the HMI alarm screen and any drive display are genuinely useful — they often save a phone call.

Prefer email?

You can email support@think-plc.com directly and a ticket will be created for you. The form is better simply because it asks the questions we would otherwise have to ask you.