Support
Reaching our service team
Support is delivered under the service agreement in place for your site. Contracted customers should continue to use the escalation path defined in that agreement.
How to raise a request
If your organization has a service agreement with us, use the contacts and escalation route named in that agreement — those channels reach the team that holds your site records and spares.
If you do not have that information at hand, telephone our headquarters or send a support enquiry through this website and we will route it to the responsible service coordinator during working hours.
Response times, coverage hours, and on-site attendance are set by your service agreement. This page does not create or imply a service level, and this website is not an incident portal.
Service areas we support
- Enterprise IT
- Power & Critical Infrastructure
- OT & Convergence
- Optimon
- Other
What to include
The more of this we have at first contact, the faster the right engineer can act.
- Identify the site and system
- Site name, the system or equipment affected, and any asset or contract reference you hold.
- Describe the impact
- What is not working, what is still working, and what the operational consequence currently is.
- Note when it started
- First observed time, any recent change or maintenance, and whether the condition is intermittent.
- Give a direct contact
- A person on site who can grant access, confirm conditions, and authorize intervention.