How To Submit A Support Request
When lodging a new ticket or reporting a Hardware or Software issue to Damstra Technology
(service@damstratechnology.com) the following 5 key pieces of information are required so that our Support Team can investigate the events & help to resolve the problem as accurately & as efficiently as possible.

1 - Which Service Was Affected?
Is the Support Request for a Damstra Terminal? Or a Damstra Web Page? Or a Damstra App?
Damstra Technology’s products & services span a wide range of different hardware & software.
Understanding which platform is involved with the issue is important & ensures that a quick resolution is found.

Example – “We’re having an issue with one of our Log In Terminals.”

2 - Where Did This Take Place?
Which device was impacted by the issue?  (Or which Damstra Web Page URL, or which area of a Damstra App?) Damstra Hardware will be labelled with a “DT” Serial Number, found attached to a silver DT sticker, or blue plate. In addition, Log In / Log Out Terminals will also display an Identifier Name at the bottom left corner of the display.

Example – “ACME Paints Brisbane, in the main foyer, the one on the left. DT7331. ADMIN01.”

3 - What Happened?

A brief explanation of what the issue is, as experienced first-hand / or as described by someone who was involved.
Some details & specifics about the event would be helpful to our Support Team.

Example – “Stickers aren’t printing out properly.”

4 - When Did This Happen?

On what date & at approximately what time did this problem begin, or take place?
The date is required, followed by the rough time or a timeframe when this problem occurred.

Example – “It happened this morning, around 7AM.”

5 - Who Was Involved?

The affected user’s First Name & Last name, or their Damstra ID number  (found on their Damstra ID Card, or Fob). (Users reporting a problem with a Web Page or a Mobile App should provide their registered email or username). At least one example user is required, though including all of the affected users’ details would be helpful.

Example – “John Smith ID 1234, and Rebecca Gray ID 5678 were affected, among a few others.”