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Submitting an Incident to Optimus Service Support Desk

Optimus UK Ltd  - Service Support Desk  (01926) 852352 24_7_ouk.gif

 

Optimus provides first line technical support for all of the products we sell.

We also provide direct remote control support via the Internet. To request this, or PC-PC Internet chat, click on the icon to the right.

If we are not able to resolve your incident and you have a current valid support contract, we will escalate it with the product manufacturer.

 

Submitting and Incident

If you have a general product enquiry, we will attempt to give an answer immediately on the telephone and there may be no need to formerly log the call as an Incident.

For more complex cases requiring analysis, we will always log the Incident and will provide you with an "OUKnnn" Incident Tracking Number.

This Incident will remain open in our service desk mangement system until you agree it is resolved, or closed and using the Incident tacking number we can instantly access all the latest information relating to this incident to give  you a staus update.

 

Submitting an Incident by Email

  1. Please use the link below and then,  for all subsequent correspondance, use ONLY the  "reply to" email address from which you get a response from our service support desk.
  2. Ensure the OUK Incident Number is included in the subject field of every email relating to this Incident.
  3. Include a brief description of the Incident in the body of the email.
  4. You will receive an automated response stating that the Incident has been logged  and Incident Number.
  5. Optimus will either phone or email back with a request for further information, a resolution or a status update.

If in doubt, please phone us.


Email:   Click here to email Optimus UK Service Support Desk 

 

Submitting an Incident by Telephone. 01926 852352

Please be ready to provide the following in formation:

Contact Details:

  • Your Company Name
  • Your Name
  • Your Telephone Number
  • Do you have a Software Maintenance Contract with Optimus ?

Software Details:

  • Software Name
  • Exact Version
  • O/S Version
  • Problem Description
  • Screenshots of any error messages created
  • If O/S Event Logs contain related information, these may be requested.

If you are not currently running the most recent software release version, upgrading will probably be the first recommended course of action, since product authors will not resolve issues (by way of re-writes) with non current software versions.

Customers without Maintenance Contracts

Please contact Optimus and we will do our best to assist you.

 

 
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