In the September edition of PSi magazine we asked our panel of experts for their advice for installers to ensure they get the best results from tech support. Are there any mistakes that installers make when asking for help?
Michael Jamieson – SSAIB
During my time as a security and fire installer and service engineer, I dealt with a wide range of technical support teams. Some were excellent, others not so good, but I always found that how you approached them made a big difference in getting a fast, effective resolution. These tips helped me consistently achieve good results and could benefit others in the industry:
Be prepared – Have all relevant product details to hand (model, firmware, serial number). Know the fault, when it occurs, and what you’ve already tried
Give clear information – Describe the fault accurately. Use photos, screenshots or videos to back it up, and explain what steps you’ve already taken
Use the correct contact route – Log queries through the right channels, note case numbers, and only escalate if appropriate
Be specific – Ask clear questions. Instead of “it’s not working,” explain the issue and what should be happening
Remain professional – A calm, courteous approach always goes further, even if you are under pressure
Use manuals and knowledge bases – Referring to these first can save time
Attend training – Stay current with updates from manufacturers. It reduces reliance on tech support and builds your confidence
Record the fix – Note down how issues were resolved to prevent repeat calls and build internal knowledge
Escalate when needed – Make it clear if a situation is business or life critical
Ian Moore – HKC
Effective communication is one of the ways that installers can get the best results from Tech Support. Before making a call, take a moment to summarise your issue and clarify your goal – this will ensure that both the installer and tech support have a clear understanding of objectives and intent.
Installers often become so focused on solving a singular problem, that they don’t give a comprehensive overview of what they are trying to achieve overall. If Tech Support has a wider understanding of the job, then they can look for a simpler way to complete the installation or maintenance task, potentially saving time, effort and cost.
This not only helps with the efficient delivery of support, but also strengthens trust between installers and the manufacturer. Open, goal-focused communication encourages better collaboration and opens the door for future discussion. Over time, this can lead to faster solutions, as well as ongoing product development where common issues are identified.
Some advice that I would give to installers would be to always explore the system options available before specifying specific products for a project. This allows for a well thought out tailored approach, ensuring that the chosen solution aligns with individual needs and budget constraints, while also identifying potential challenges early on.
Technical Support is here to help you specify the most appropriate systems for different scenarios, so don’t be reluctant to get in touch with manufacturers in the very early stages for advice and guidance. While a certain environment or project requirement may be new for an installer, there is a high chance that we have already encountered it before and can provide advice on how to achieve success.
By engaging with Technical Support with end goals in mind, installers are able to set themselves up for a smoother process and more positive outcomes.
Franko Zovic – Axis Communications
Questions arise, problems occur – but getting you the right support as quickly and as efficiently as possible is absolutely our goal. If I could give installers one piece of advice, it’s this: take stock and gather every relevant detail before calling tech support. Avoiding ambiguous descriptions and being as explicit as possible will almost always lead to a faster fix.
Here are my top three tips to ensure the best results and support experience:
Describe the problem: Instead of merely stating that something isn’t working, provide a detailed explanation of the issue, including any error messages and screenshots / photos
Troubleshooting attempted: This helps technicians avoid suggesting solutions that has already been tried and enables them to reach a resolution more quickly.
Provide product specifics: Have the product model, serial number, and any relevant logs or configuration details ready.
When partners call or create a case with Axis Technical Services, we are committed to providing immediate support and assistance from an engineer who is knowledgeable in the relevant field.
This resolves approximately 95% of the cases we handle.
But while our mission is always to provide top-tier support, it is also about fostering enduring relationships throughout our customers’ journey. Our commitment to training and education delivered through the Axis Academy helps prevent the recurrence of similar issues in the future.
And last but not least, technical support is also a crucial feedback loop for product development. We actively listen to feedback, and our internal processes ensure that product-related issues and suggestions are directly communicated to our product management team.
Read the full article in the September 2025 edition of PSi magazine
