Please be advised that DLC Technical assistance may or may not involve fees. For information regarding fees and whether they apply, as well as information regarding sending faulty equipment for assessment or repair, please refer to this link.
If you are still having issues, please refer to the following:
When submitting a ticket, please include as much relevant information as possible, including but not limited to:
- Your name or the name of the best contact at the Clinic
- Your clinic name
- Best contact Email address
- Best contact phone number
- The product name
- A short subject description
- A detailed description of the issue/fault including details such as:
- Any serial number(s) for affected hardware/product(s)
- Any symptoms of the issue/fault (such as an error message, loss of connectivity or something not behaving as expected)
- How long the issue has been happening and/or when the issue occurs
- What actions you are/were taking to cause the issue (if known)
After you submit your first ticket, you will receive an invitation to sign up to our Customer Self Service / Help Center Portal, if you have not signed up already. Once you have accepted the invitation or signed up, it is important to
change your time zone (click here for an artlcle on how to do this) on your profile as we cannot change this for you.
This will help timestamp your correspondence accurately.