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Description and overview of our technical support process

KB Number: 10166
Last Revision Date: 9/30/2015

The FLIR Machine Vision Technical Support team is available to provide existing customers with assistance regarding the installation, troubleshooting, configuration, and customization of our cameras. Potential and existing customers are encouraged to contact the Technical Support team regarding technical inquiries such as product specification and software support. For questions concerning product availability and pricing, please contact mv-sales@flir.com.

Contacting Technical Support
Contact our Technical Support team using our on-line web form.

Technical Support Tracking System
When you contact Technical Support, a “ticket” in our Technical Support tracking system is created and an Autoreply from this system provides you with your ticket number. To track correspondence regarding your specific issue, send an e-mail to mv-nasupport@flir.com with

[PGR #XXXXXX]

in the subject line, where XXXXXX denotes your support ticket number.

We encourage customers to create a new ticket for each isolated question or issue that may arise. This will help to ensure that all questions are properly addressed and answered in a timely manner. If it is necessary to refer to a past support ticket, please quote the specific ticket number in the body of the new ticket. This allows our Technical Support staff to quickly reference the appropriate information. Do not reply to or reopen a closed a ticket with an unrelated issue. This may cause confusion and result in delayed response times.

Closing Support Tickets
Technical Support tickets are usually closed due to one or more of the following reasons:

  • The original issue has been resolved.
  • All available information has been provided by our Technical Support staff and the customer has been advised.
  • The customer has not responded to an email sent by our Technical Support for more than 2-3 business days. The assumption is that the customer may be busy at this time or that the issue has reached a resolution.
  • An RMA has been issued for the return of a damaged product and the customer has been notified. Please see KB 10187 How do I obtain a Return Material Authorization (RMA) number for a camera for more details.

Reopening Support Tickets
The customer always has the option of reopening a closed support ticket by simply e-mailing mv-nasupport@flir.com with their ticket number in the subject line. We encourage our customers to create a new support ticket if the issue or problem is different from that covered in the previous ticket.

 

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