Customer Support
Raise a service request
Contract customers have cover 24 hours a day, all 365 days. Log the call, get a reference number, and the priority you agree with us sets the response window.
24 hours · all 365 days · for customers on a contracted maintenance tier
01Logging a fault
Three ways in, one queue
Whether a request arrives by phone or by email it lands in the same queue and gets a reference number. That reference is what the escalation path is tracked against.
Phone
The support line is staffed continuously. Use this for anything that is stopping work right now.
+91 40 0000 0001For non-urgent requests, scheduled visits, moves and additions — or where you want the detail in writing.
info@scantechinfosystems.comYour resident engineer
Sites with a resident engineer raise requests directly with them. Anything beyond a first-line fix escalates into our central field team.
Have this ready when you call
- Site name and the contract or account it sits under
- The affected asset, room or area
- A contact name and number for somebody on site
- Whether a workaround is in place
02Response commitments
Priority, window and escalation
Scroll sideways to compare tiers
Priority is agreed with you when the call is logged, so the window follows the incident rather than being decided afterwards.
- A logged call reference on every request, whether it arrives by phone, email or helpdesk.
- Consumables and standby replacement hardware for corporate desktops, workstations and servers.
- Scheduled preventive maintenance, so faults are found before they become breakdowns.
- An engineer who arrives knowing the estate, because the asset register travels with the contract.
- Escalation to a named supervisor if the response window is at risk — not a second ticket.
- Monthly or quarterly service reviews, depending on the estate size.
03Routing
Who to call for what
Service & Breakdown
Existing customers raising a fault or booking a preventive visit.
+91 40 0000 000124 hours, all 365 days, for contract customers
Sales & New Enquiries
Requirements, site surveys, quotations and new contracts.
+91 40 0000 0000Mon – Sat: 8:30 AM – 7:30 PM
Contracts & Accounts
Renewals, purchase orders, invoices and vendor registration.
info@scantechinfosystems.comMon – Sat: 8:30 AM – 7:30 PM
Renewing or extending cover
The asset register is re-surveyed before renewal, so equipment added or retired during the year is reflected in the next term rather than billed from an out-of-date schedule.
Out of hours
Breakdown cover runs 24 hours a day, all 365 days. Calls raised outside business hours are logged to the same queue and escalated to a named supervisor if the response window is at risk.
+91 40 0000 0001Next step
Fault that is not getting resolved?
Ask for it to be escalated by reference number. Escalation moves ownership to a named supervisor rather than opening a second ticket.
Support: +91 40 0000 0001 · 24 hours, all 365 days, for contract customers