Requesting service support

The service route

Service requests for installed Invitrona equipment are made through the service request form. It is separate from the engineering enquiry form, so that issues with installed equipment reach the service route directly. Invitrona's service area is stated as: "Based in New Delhi; supply and service across India by assessment." Each request is assessed for the equipment and location concerned.

The form records the request. It does not dispatch a visit or confirm coverage by itself; the request is reviewed against the equipment details given, and the reply uses the contact details provided.

Before you fill in the form

If there is any immediate danger, follow the site's electrical safety procedure first. Isolate the equipment only if it is safe, permitted and within the responsibility of an authorised person. Then gather:

• The details on the rating plate or equipment label
• What you observed, when it began, and any recent changes
• The current condition of the equipment

The fields and why they matter

Your details

Name and email are required so that the reply can reach you. Organisation and phone are optional. The details are used to review and reply to the request, as described in the privacy notice.

Product identity

Describe the equipment, using the product name or description on the rating plate, for example a servo voltage stabilizer with its rating. This field is required.

Serial number

Enter the serial number from the rating plate if it is available. It links the request to the unit's configuration, records and history; see unit and batch traceability.

Current condition

Choose one:

• Operating: the equipment is running normally or with a minor issue
• Intermittent: the problem comes and goes
• Stopped: the equipment is not operating
• Unknown: the condition cannot be established safely

Issue summary

Describe what was observed, when it began and what was happening at the time. Separate symptoms from assumed causes. Include readings and indications exactly as shown. The summary needs at least 20 characters and can be up to 4,000.

What not to include

Do not include passwords, payment information or confidential attachments.

After the request is sent

The request is acknowledged on screen. It is then reviewed against the equipment details. The reply establishes the facts, asks for any information still needed, states who is coordinating the request and gives the next action. Where a site visit is needed, its scope, timing and any charges are confirmed before it takes place.

A good issue summary

A useful issue summary answers four questions in a few sentences: what was observed, when it started, what was happening at the time, and what has been done since. For example: the equipment stopped at about 18:30 during the evening peak, the front panel showed a low-input indication, the incoming supply returned after ten minutes but the equipment did not restart, and the equipment has been left isolated. A summary like this lets the review start from facts rather than from a request for basic information.

Warranty claims

A warranty claim follows the same route. Warranty terms are stated in the quotation; see warranty and claims.

New requirements

For new equipment, replacements or extensions, use the engineering enquiry form instead, so that the requirement is reviewed from the start.