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  • 1
    Open a trouble ticket by calling your dedicated number, sending an e-mail or using your portal.
  • 2
    Your Tier 1 support moves into action collecting necessary information regarding your problem description and any error logs.
  • 3
    If your issue is complex and requires higher level support, your response team will activate the Rapid Escalation Methodology.
  • 4
    If it is determined your part has failed, logistics take over and immediately ship a replacement in accordance with SLAs.
  • 5
    If the replacement (or contract) requires a tech-to-site, one will be dispatched to your location to replace the part and restore your system.