How to Submit a Support Ticket

How to Submit a Support Ticket

Overview

When submitting a support ticket to Shop Floor Automations, it is important to include details so we can properly assign, prioritize, and handle your ticket. 

Emailing for Tech Support

  1. Send all inquiries to support@shopfloorautomations.com
  2. Subject should include a brief description of issue, i.e. "Machine 101 unable to receive programs"
  3. Body should include the following:
    1. Machine name/number
    2. Date and time of incident
    3. Any details such as alarms, alarm codes, error messages, etc. 
    4. Preferred reply method, email or phone
    5. When applicable, include alternative contact(s)

Calling for Tech Support

  1. Call 619-461-4000 and select option 2
  2. Have the following information ready:
    1. Machine name/number
    2. Date and time of incident
    3. Any details such as alarms, alarm codes, error messages, etc. 
  3. If a tech is unavailable, please leave message with the following details:
    1. Your name and company name
    2. Call back number
    3. Brief description of the issue

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