Raise a Service Request
Tell us what went wrong. Our support team will review your request and route it to the appropriate technical team.
Customer Identification
The ticket form should collect:
Company Details
- Company Name
- Customer ID
- Contact Person
- Mobile Number
- Email Address
- Office/Branch Location
- Complete Site Address
Service Information
Customer selects:
Service Type
- Hardware Support
- Network Support
- Firewall/Security Support
- Server Support
- Storage Support
- CCTV Support
- Software Support
- Cloud Support
- AMC Support
- FMS Support
- Remote Support
- Installation Support
- Warranty Support
- Other
Product Details
- OEM / Brand
- Product Category
- Product Model
- Serial Number
- Asset ID
- Purchase Invoice Number
- Purchase Date
Problem Details
Issue Title
Example:
Firewall Internet Connectivity Down
Detailed Description
Customer explains:
- What happened?
- When did it start?
- Which users/devices are affected?
- What troubleshooting has already been performed?
Issue Priority
Allow customers to select:
P1 – Critical
Complete business/service outage.
Examples:
Server down, firewall down, entire network unavailable.
P2 – High
Major functionality affected but some operations continue.
P3 – Medium
Limited users/devices affected.
P4 – Low
General issue, request, configuration change or information requirement.
Attachments
Allow upload of:
- Screenshots
- Error messages
- Photos
- Logs
- Configuration files
- Invoice
- Warranty document
- Other supporting files
Support Mode
Customer selects:
- Remote Support
- Onsite Support
- Either Remote or Onsite
Preferred Visit
- Date
- Time
- Site Contact Person
- Contact Number
Submit
After submission:
Your Service Request has been successfully created.
Then display:
- Ticket ID: EXO-SR-XXXXXX
- Priority: P2
- Status: Open
- Created: Date & Time