01Can you help while our installer is still on site?
This is one of the situations the planned service is intended to cover, where the issue can be assessed safely and effectively from the information available. Trade Technical Support has not launched yet, so live remote support is not currently available.
02What information should we send?
For a future requirement, send clear site photographs, drawings, specifications, fixing details, measurements and a concise explanation of the problem. For faults, include photographs of the sign, power supplies, controllers, connections and any visible labels where it is safe to do so.
03Is support available outside normal hours?
No. Trade Technical Support is launching soon and 24/7 support is not currently operational. When the service launches, our planned normal hours are Monday to Friday, 8am to 5pm. Any future urgent or out-of-hours support will be subject to availability.
04Do we need a purchase order?
Once the service launches, we will require a purchase order or written approval before chargeable support starts.
05Are written reports included?
Once the service launches, written reports will only be included where they form part of the agreed scope. The planned service includes written reports, drawing comments, method statements or other documented support where agreed in advance.
06What happens if the problem cannot be resolved remotely?
Once the service launches, we will explain the limitation and recommend a site visit or an appropriate specialist where remote support is not safe, effective or sufficient.
07Can you attend the site if necessary?
Once the service launches, a site visit may be discussed separately, subject to the location, scope, access, timing and availability. It will not be included automatically with remote support.
