The Customer Portal is the central hub for managing your equipment and support interactions. Using the portal ensures organized communication, faster ticket tracking, clear documentation, access to important records, and reduced delays.
The portal is the preferred method for ongoing support.
What You Can Do in the Portal
Depending on your account level, the portal may allow you to:
- Submit support tickets
- Track open tickets
- View ticket history
- Upload photos and videos
- Access warranty information
- Download invoices
- Review purchase history
- Access technical documentation
- View product guides
- Track parts shipments
The portal centralizes your operational history.
Account Access
After purchase, you may receive:
- Portal login credentials
- Account activation email
- Password setup instructions
If you did not receive access, contact support to request portal registration. Portal access is linked to your purchase record.
Submitting a Support Ticket Through the Portal
To submit a request:
- Log into your account
- Select “New Support Ticket”
- Enter machine model
- Enter serial number
- Upload photos or video
- Describe the issue clearly
- Submit
You will receive a confirmation once submitted. Portal tickets are prioritized over informal messages.
Uploading Media Correctly
For faster diagnosis:
- Upload clear, well-lit photos
- Include close-ups of affected area
- Include full-machine image
- Upload short video under 60 seconds if possible
- Include visible error code if applicable
Clear visuals reduce back-and-forth communication.
Tracking Ticket Status
Inside the portal, you can view:
- Ticket status, Open, In Review, Awaiting Info, Resolved
- Support responses
- Parts shipment updates
- Previous communications
Avoid submitting duplicate tickets. Reply within the existing thread for updates.
Accessing Documentation
Portal access may include:
- User manuals
- Installation guides
- Warranty terms
- Compliance documents
- Invoices
- Purchase agreements
This eliminates the need to request documents by email.
Parts Orders Through the Portal
For replacement parts:
- Select “Parts Request”
- Identify component
- Upload image of affected part
- Confirm shipping address
Parts requests may require warranty verification.
Enterprise Portal Features, If Applicable
Enterprise clients may have access to:
- Multi-unit dashboard
- Deployment tracking
- API documentation
- Performance reporting
- Escalation channels
Enterprise features depend on agreement structure.
Security and Access Control
Portal access is:
- Linked to your account
- Secured by login credentials
- Not transferable without approval
Do not share credentials outside your organization.
When to Use Email Instead
Email may be used for:
- Urgent safety issues
- Account access problems
- Portal login issues
All other technical requests should be submitted through the portal.
Best Practices for Portal Use
To keep support efficient:
- Submit one issue per ticket
- Upload complete documentation
- Respond promptly to support requests
- Keep communication within the same thread
Organized tickets lead to faster resolution.
Final Thought
The Customer Portal is not just a help desk. It is your operational archive.
Using it consistently reduces downtime, improves record-keeping, speeds up diagnostics, protects warranty history, and creates structured communication.
Structure creates speed. Speed protects uptime.
Share:
How to Contact Support