Wsparcie
For machines already in the field. If a machine is down, use the urgent route and include the information below — it removes a full exchange of emails.
Machine is down
Write to support@dreamsource.io with "URGENT" in the subject and the serial number in the body. During working hours we answer within eight working hours and aim to have a diagnosis within 48.
Email supportsupport@dreamsource.io
General enquiry
For spare parts, documentation, a firmware question or a change of configuration. One working day.
Open a support requestWhat to include
These five items resolve most cases without a second email. The serial number is the important one — it identifies the hardware revision and the firmware it shipped with.
- 01 Serial number (on the nameplate, or read it from the device)
- 02 Machine type and, if known, the model of terminal
- 03 Firmware / software version shown in the service menu
- 04 What the machine does and what it should do instead
- 05 A photograph of the screen, and one of the wiring at the connector
What we commit to
These are the commitments we publish. If we miss one, tell us — we would rather adjust the number than quietly fail it.
| Critical machine down | 8 working hours to first response |
|---|---|
| Diagnosis after first response | 48 hours |
| General enquiry | 1 working day |
| Critical spare parts | 5 working days to Europe (in progress) |
Before you write
If the machine has connectivity, the fault codes and the last recorded values can be read from the cloud platform by whoever holds the machine record. That is often faster than describing the symptoms.
Chmura i serwis zdalnyEscalation
If a commitment above has been missed, write to escalation@dreamsource.io with the original ticket reference. It reaches the operations lead directly rather than returning to the same queue.