What happens after I lodge a support request?

Here’s how it works:

1. We gather the details. Your installation details, a description of the fault, any error messages and photos.
2. We assess the issue. We check it against your warranty terms and categorise it, for example a connectivity issue, a performance issue, a workmanship issue or an equipment fault.
3. We troubleshoot remotely where we can. Some issues can be checked without a visit. Technical or manufacturer issues are escalated where needed.
4. We organise the next steps. If someone needs to come onsite, or a part needs repair or replacement, we coordinate it.
5. We explain any costs first. If the work isn’t covered by warranty, we’ll tell you why and give you a quote before going ahead.
6. We close the case. We let you know the outcome and close the case.