The first step is not immediately scheduling a technician. It is understanding the situation as precisely as possible.
Our support team reviews the information provided and identifies:
- Which OCTUM system is affected
- Whether the issue is urgent or can be scheduled
- Whether it involves hardware, software or the inspection application
- Whether remote access is available
- Which technical specialists may need to be involved
For a planned assignment, we clarify the required work, prepare the next steps and coordinate a suitable service date.
For an urgent production-related issue, the request is prioritized so that we can determine the fastest appropriate response.
Complete system information, a clear problem description and relevant screenshots help us begin this process without unnecessary questions.
A good service process starts with a clear understanding of the technical situation.