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Important Notice: Please Read Before Submitting a Support Request

We want to inform you that our support team is currently undergoing a restructuring process. Despite our best efforts to manage the influx of tickets, we are experiencing a significant increase in support requests due to backlog and other operational aspects.

We acknowledge the challenges this may pose and sincerely appreciate your patience as we work diligently to address all outstanding matters. Our team is committed to achieving a positive resolution on all fronts.

Regarding order delivery updates, we are working tirelessly to provide accurate information. However, due to the complexity of the situation, it is challenging to provide an exact delivery date. Our current estimate is to be completely caught up by April 30th, 2024.

We understand the importance of your requests and thank you for your understanding during this period of transition. Your continued support means a lot to us, and we assure you that we are dedicated to improving our services for a better customer experience.

Thank you for your patience and trust.

Please view Install Instructions and FAQs Prior to submitting!

Before submitting your support request, kindly familiarize yourself with our support prioritization system outlined below:

  1. Avoid Multiple Requests: Please refrain from submitting multiple requests, as our system does not treat them as amendments. If you need to provide additional information regarding a previously submitted request, wait until you receive the "Support Request Received" email and reply to that.

  2. Provide Comprehensive Information: Fill out the form with as much detail as possible. Comprehensive information helps us serve you better.

  3. Support Levels: Our 3-Tier Support Structure is designed to assign our team based on the level of urgency. Your choice directs our dedicated team members and sets expectations:

    • Urgent: Response provided within 48 Hours.
    • High: Response within 1-2 Business Days.
    • Low: Response within 2-4 Business Days.
  4. Department Selection: Choose the appropriate department for your query, ensuring it reaches the best-suited team member:

    • Technical Support: For machine-specific or software-related questions.
    • Order Processing/Sales: Regarding orders or product sales.
    • Shipping: Updates, tracking information, or claims.
    • Returns/Billing: Refund or claim updates and billing inquiries.
    • Other: Non-specific or multiple questions.

Thank you for your cooperation.

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