When you contact your local SMS Field Engineer with an issue, you will participate in some limited phone-based troubleshooting to identify the root cause of the issue. SMS’s focus on remote troubleshooting can help minimize overall system downtime by getting the issue quickly fixed remotely or helping us to dispatch the right engineer with the right part (if necessary), all in an effort to get your system up and running as quickly as possible with a repaired system on the first call.

You will help the Field Engineer serve you better if you have your contract number, system serial number, operating system version, and peripheral models you are using. However, using Fix-it-First and singlePoint, our SMS Field Engineer can access our database for your system history and extensive knowledge base.

Let the Field Engineer know what error message you are getting and when it occurs, as well as what steps you may have already taken to solve the problem. If SMS cannot resolve the issue over the phone, a service call will be placed to dispatch the appropriate part(s) and Field Engineer.

On 4-hour response contracts with the 7x24 option, calls will be responded to within 4 hours regardless of the time the dispatch was created by SMS Technical Support (365 days a year). The technician will call the customer within 1/2 hour of the dispatch to discuss the status of the service call (note: 4-hour response parts are brought directly to the customer via your Field Engineer).

On Next Business Day response service contracts, calls dispatched by SMS Field Engineer before 5:00 p.m. local customer time, will be responded to the next business day. For calls dispatched after 5:00 p.m. local customer time, the service technician may take an additional business day to arrive at your location. The actual response time on the next business day is dependent upon parts delivery to the technician for the customer's local area. Once the part is received, the technician will attempt to call the customer directly to schedule a specific time that is convenient to deliver the service that day.