How to Submit a Support Ticket

Not sure how to submit a support ticket? Follow the steps in this video to submit a ticket request for individual guidance and feedback.

How to Submit a Support Ticket:

In order to better serve our customers we have decided to implement a knowledge base forum for a quick, self-guided resource for gaining a better understanding of equipment and solving industry-related problems.

If you’re not able to find the answer to your question in the knowledge base forum, please submit a support ticket request for individual guidance and feedback.

To start, please fill out the form fields:

  • Name
  • Email
  • Company Name

Based on the type of issue you are having, select from the following options:

  • Hardware issue
  • Software issue
  • Billing issue
  • Feature request
  • General inquiry

If you select that you are experiencing a hardware or software issue, you will see two additional questions populate within the form.

Serial number and file attachment

1. Serial number: If you know your serial number be sure to include it. This will help expedite your request and allow us to gain a more accurate understanding of the issue.

2. File attachment: Please collect the following files to help our team better identify your issues in a timely manner.

  • DATA Folder(s)
  • SYSTEM Folder
  • Log File
  • Screenshots

Tip: To upload multiple files within the form, use the shift function to highlight the files you want to include from your database. You can also compress these files into a zip folder.

If you select that you are experiencing a billing issue you will not be asked for file attachments, only a serial number. Please include, if applicable.

For the above selected issues or any other issue, be sure to include a brief description of the problem.

Next, please prioritize your ticket based on the severity of your issue. If you select a “High” priority, you will be prompted to include your phone number for expedited support.

Finally, submit your ticket and someone from our team will get back to you as soon as possible.

Start the submit a support ticket request HERE