Here is what happens once you press submit, so you know what to expect and when to chase.

Straight away

• A support ticket is created and given a reference number
• You receive a confirmation email containing that reference
• Requests marked machine down are raised to urgent priority automatically
• The ticket is assigned to an engineer, who is notified with the full detail you provided

Adding information later

Simply reply to the confirmation email. Your reply is attached to the same ticket, so everything stays in one place. This is the best way to send photographs or fault codes you gathered after submitting — far better than starting a second request, which splits the history.

How we respond

Where remote access is available, an engineer will typically begin by connecting and reading diagnostics before contacting you, so the first conversation is already an informed one. Where it is not, expect a call to establish detail and agree the next step, which may be a site visit.

Sales enquiries

Requests submitted through the New project or quote route go to our sales team rather than the service queue, and someone will contact you to discuss scope and timing.

If it is urgent and you have not heard back

Call 1-888-407-5448. A phone call always takes precedence over a queued form, and you should never sit and wait on a form while production is stopped.