SEC Communications - Integrating Customers With TechnologyEngage

Support / Existing Customers

Get Help Without Entering a Sales Funnel

If something is down you need the right person, first time. Email, phone and Zoho Desk all reach the same team. Here is what to send so the first response is useful.

Choose the Path

Start with What Is Happening Now

Report an issueSend the system, symptom, site, and urgency.Urgent escalationCall the team when the operating impact cannot wait.Lifecycle questionDiscuss renewal, EOL, support, spares, or a change.

What to include

The Fastest Route to a Useful First Response

  • Customer or site name and best callback.
  • What is affected and when it started.
  • What changed immediately before the symptom.
  • What the team can and cannot currently do.
  • Any urgency, safety, security, or continuity impact.

Next step

Existing customer with something that needs attention?

Talk to sales