Dear Valued Customer,
We would like to let you know about a small improvement we have made to how we manage support requests.
We have streamlined our support administration into a single, centralised team. This team operates from our North American office and works closely with our regional service teams to ensure continuity of service across all territories.
For our European customers, there is no change to local support, response, or engineer availability. The scheduling and deployment of Field Service Engineers will continue to be managed by the appropriate local territories, ensuring that regional knowledge and customer relationships remain fully in place.
As with any process change, there may be a short transition period while the new structure beds in. Any delays are expected to be minimal and short lived, and our teams remain fully focused on supporting you throughout.
How to contact Support
To ensure your request is logged and handled as efficiently as possible, please use one of the following official support channels:
Submit tickets directly via our website:
https://surfacemeasurementsystems.com/contact/#support
(please select the appropriate region)
Customers with portal access can continue to submit and track support tickets through the SMS customer portal:
https://www.sorptionhub.com/helpdesk-hub
Email our dedicated support address:
support@surfacemeasurementsystems.com
A quick reminder
To help us respond as efficiently as possible, we kindly ask that support requests are not sent to individual or personal email addresses. Requests sent outside the central support channels may take longer to reach the right team.
Thank you for your understanding and continued cooperation. If you have any questions, please don’t hesitate to contact us using the details above.
Kind regards,
Surface Measurement Systems Support Team
support@surfacemeasurementsystems.com