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Technical Support FAQ’s

Frequently Asked Questions

How Do I Log a Technical Support Case?

you can access a step by step guide on ‘How to log a technical support case’ by clicking here

How long will it take for my support query to be answered?

Signmaster will answer your support ticket within 24 hours, Mon – Friday. However, the vast majority of our support tickets are answered within 4 hours on average.

Is there a cost to receive Technical Support?

We provide free Technical Support to customers that have an account with us and have purchased something from us in the last 3 years.

If you don’t meet these criteria, we have paid options available from £29.99 + vat.

How can I track my support ticket status?

When you submit a ticket, you will see a message on screen “thanking you” for completing the form. If you have not seen this message, ensure that you have completed the compulsory fields, click submit again.

You will then be sent a “Conformation Email” to confirm that your case has been log and you will be provided with a “Unique Case Reference Number”

If you haven’t heard from us within 4 hours. The first step would be to check your junk folder on your email, as our response may have gone there.

The next step would to call us on 01948 662669 and speak to the sales team who can chase this for you, quoting your Unique Case Reference Number.

Please be aware that the technical support option on the phone, is an automated message and doesn’t not come through to the team directly. Therefore, please select to speak to one of our sales or accounts team who will be able to help you.

Why can I not call up and speak directly to an engineer?

It important that we apply a fair system to our Technical Support, this way we can deal with cases based on a first come first served basis. Our engineers are often off site and therefore pick up the support tickets remotely.

Can you deal with support cases remotely?

We always look to resolve your issues remotely prior to arranging a site visit. Depending on your issue, we will usually give you some things to try first and in some cases, we would ask you for permission to dial into your machine using ‘team viewer’.

If these steps are unsuccessful, we would then look to arrange a site visit, or in some cases, involve the manufacturer in the solution.

What is team viewer?

TeamViewer is a popular remote access and remote-control software that allows users to connect to and control computers, servers, or mobile devices from a different location. It is widely used for various purposes, including technical support, online collaboration, file transfer, and remote desktop access. For more information about ‘Accessing Remote Support’ please click here 

Do parts come with any warranty?

Any part that is defective at the point of installation by one of our engineers would be replaced.

However, we are unable to provide warranty with any parts we supply. This is driven by the manufactures as they do not provide warranty themselves.

How soon can you attend site?

Dependent on location, and part availability, we aim to be on site within 5 working days. This is often sooner if the part required is in stock and we have engineer availability.

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