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How Do I Create a Support Request?

Learn what information to include when contacting Detechtion Support to help us investigate and resolve your issue as quickly as possible.

Overview

Submitting a detailed support request helps our Support Team investigate and resolve your issue as quickly as possible.

Providing accurate information when you first contact us reduces delays and allows our team to begin troubleshooting right away.

Before You Contact Support

Before submitting a support request, we recommend:

  • Searching the Knowledge Base for answers to common questions
  • Reviewing any recent changes made to your system or equipment
  • Gathering relevant information about the issue
  • Taking screenshots or photos of any error messages, if applicable

        Many common questions can be resolved using our self-service documentation.

        Information to Include

        Company Information

        • Company name
        • Your name
        • Email address
        • Phone number (if a callback is needed)

                Product Information

                Please let us know which Detechtion product you're using, such as:

                • Enbase
                • Enbase Hub
                • Enalysis
                • OneView
                • EZOps
                • FieldLink
                • Payload

                              Describe the Issue

                              • A detailed description of the issue
                              • When the issue started
                              • Whether the issue is ongoing or intermittent
                              • What you were trying to accomplish
                              • Any troubleshooting you've already performed

                                        Helpful Attachments

                                        • Screenshots
                                        • Photos
                                        • Error messages
                                        • Log files
                                        • Asset or equipment information
                                        • Serial numbers (for hardware-related requests)

                                        Providing supporting information often allows our team to resolve issues more quickly.


                                        What Happens Next?

                                        1. Your request is reviewed by our Support Team.
                                        2. A support case is created.
                                        3. A support representative will investigate your issue.
                                        4. You may be contacted if additional information is needed.
                                        5. We'll work with you until the issue is resolved or an appropriate next step has been identified.

                                                  Need Immediate Assistance?

                                                  If your issue is urgent, please contact our Support Team directly.


                                                  Contact Us - Support Information

                                                  Existing Customers

                                                  Compression Support

                                                  OneView Compression

                                                  • OneView Compression — Email: oneviewsupport@detechtion.com | Phone: 713-492-0008 (ext 2)

                                                  Enalysis Support

                                                  Fieldlink Support

                                                  EZOps Support

                                                  Payload

                                                  • Phone: 1-800-516-7647

                                                  Prospective Customers

                                                  Sales Team

                                                  General