Support for existing Phoenix customers
All equipment and technical support requests must start with a Freshdesk support ticket.
Logging the request through Freshdesk gives Phoenix the information needed to review the issue, route it correctly and maintain a clear support record.
Primary support action: Log a Support Request
Before logging a support request
Where possible, include:
- Company name
- Your name and contact details
- Site or equipment location
- Equipment make and model
- Serial number
- A clear description of the issue
- Any error message or code shown
- When the problem started
- How the issue is affecting users
- Times when the equipment or user will be available
Complete information can help Phoenix understand the problem before making contact.
What happens after a ticket is logged?
Phoenix reviews the support request and responds according to the equipment, issue and support arrangement in place.
Response commitments vary by service contract, location, time of logging and the nature of the fault. The applicable support arrangement will be based on the customer's agreement.
Remote support with TeamViewer
TeamViewer may be used when Phoenix needs remote access to help investigate or resolve an issue.
Support must still begin through Freshdesk.
Only open TeamViewer when a Phoenix support representative asks you to do so, then provide the requested connection details directly to that representative.
TeamViewer action: Open TeamViewer
Do not publish passwords or remote-access details in a public form or unsecured message.
Sales and general enquiries
This page is for existing-customer support.
- For new equipment, leasing or service enquiries, use Request a Quote.
- For general company enquiries, use Contact Us.
- Do not use the Contact form to report a technical fault.
Frequently asked questions
Who should use the Support page?
The Support page is for existing Phoenix customers who need help with supported equipment or services.
Can I report a fault through the Contact form?
No. All support requests must start through Freshdesk so that the issue is recorded and routed correctly.
Should I open TeamViewer before contacting Phoenix?
No. Log the support request through Freshdesk first. Open TeamViewer only when a Phoenix support representative asks you to do so.
What information should I include in a support ticket?
Include the company and site details, equipment make and model, serial number, a clear description of the issue, any error code and the effect on users.
How quickly will Phoenix attend?
Response arrangements depend on the service agreement, issue, location and time the call is logged. The applicable commitment is the one stated in the customer's agreement.