Submit a Service Request to the TICO Uptime Center

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At any point in the lifecycle of a case, you may need to get TICO involved in the service. (If you don't, that's fine! It may be that you already know a service is not under warranty, so you handle everything internally and never involve TICO at all.) However, if it's a warranty case that you expect to be reimbursed for, TICO must be involved! Or, if you need schematics, advice, help from a service advisor, or any other help. You must send a service request in order to move the case to TICO’s side.

When the TICO Uptime Center receives the service request, they will help with your case. Among things they may do

  • Will make sure parts are shipped

  • Will let you know that parts are shipped

  • Field service manager may get dispatched

To bring TICO in on your case:

  1. Open the case and scroll to the bottom.

  1. Click the Service Providers tab.

  2. Click Request Service.

  1. On the next screen, click Request Service.

  1. Enter the complaint, the part needed, where it needs to be sent, etc. Be as specific as possible.

  2. Click SEND REQUEST.

You will see that another case number has been created, and you'll see a new note. You now have access to send notes on 2 cases.

Important: If you want to talk to TICO Uptime Center, make sure you’re sending the note on the correct case.