Excellence in Service Delivery

• Canada
• China
• Hong Kong
• United States

SMS delivers indirect support to all other locations shown in the green.

Our objective is to maximize your uptime by minimizing your downtime with a remedy on the first call.

Using singlePoint®, our Call Center agents will access our database for devices you have under contract.  If you contact the Call Center directly, the agent will serve you better if you have your contract number, system serial number, operating system version, and peripheral models you are using.

Let the agent know what error message you are receiving 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. The technician will call you within 1/2 hour of the dispatch to discuss the status of the service call.  4-hour response parts are brought directly to you 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.