After-sales support, routed by what you actually need.

01 / SUPPORT

Choose your track

• Commissioning and configuration — equipment has arrived and you are bringing the workflow up for the first time.
• Live fault — something that was working has stopped, or is behaving inconsistently.
• Spares and replacement — a unit, antenna, cable, mount or power part needs replacing, or you need a documented spare.
• Documentation and records — you need the configuration baseline, tag placement record, acceptance evidence or test report from your project.

02 / SUPPORT

What to include

These five details turn a first reply from a question into a diagnosis. They apply to every track.

• Order or invoice reference, and the model and serial or batch identifier.
• The site, line, zone or station where the issue occurs, and how many units are affected.
• What changed — a configuration edit, a moved antenna, a new item, a software update, a site change.
• What you have already tried, and the result.
• The business deadline, if the workflow is holding up an operation.

03 / SUPPORT

Response

Requests are handled by email, in the order they arrive, by the specialist who owns that track. A request that is blocking an operation should say so in the first line — that is legitimate information and it changes the priority.

04 / SUPPORT

Escalation

If a request is not moving, escalate in the same email thread rather than starting a new one. The thread carries the diagnostic history, and a fresh thread loses it.

05 / SUPPORT

Spares and long-term availability

For a deployment that has to run for years, plan the spare parts position before go-live rather than after the first failure. Items that matter are the ones with a lead time longer than your acceptable downtime — typically readers, specific antennas and mounting hardware.