Submitting a Service Request (using Request Service Tab in the Equipment/Device Data Screen)
If you need assistance, submit a service request to the STERIS Technical Care team. The form you fill out allows you to select the severity of the issue:
- Urgent
- Caused work to slow down or stop
- Low priority
The form also allows you to choose if you would prefer that the Technical Care team call you before sending a technician. The Technical Care team may be able to resolve your issue over the telephone. If they cannot, a Service request is created and a technician is notified. The technician will contact you to schedule a time to go to your facility.
NOTE: If the problem is critical, call the STERIS Technical Care team at 1-800-548-4873.
NOTE: Not all users can submit a service request. This depends on how the user’s account was setup.
Steps
Step 1. Find the Equipment Quick Find field which is available on every screen. It is located at the top of the screen near the center.
Figure. Equipment Quick Find field at top of every screen
Step 2. In the Equipment Quick Find field, enter the serial number of the equipment that requires service. You must enter the entire number. When you do, a menu displays beneath the field containing the name of the equipment assigned that serial number.
Figure. Example Equipment Quick Find field with search results
Step 3. Click on the name of the equipment that requires service. The Equipment/Device Data screen for that equipment opens.
Figure. Example Equipment/Device Data screen (Device Data tab)
Step 4. Select the Request Service tab. The Request Service form displays. It is shown below.
Step 5. Enter the appropriate information as described in the table below.
Step 6. Click on the Submit Service Request button located at the bottom of the screen.
Figure. Example Request Service screen
Table. Information in the Request Service screen
ITEM | DESCRIPTION |
Urgency graph | Allows you to indicate how critical the problem with the equipment is. Click on or between the following markers:
NOTE: If the problem is urgent, call the STERIS Technical Care team at 1‑800-548-4873. |
Reported Problem Category drop‑down menu | Select the source of the problem, for example: door, exhaust/drain, leak, temperature, consumables/accessories, etc. What displays in the drop-down menu varies depending on the equipment being examined. |
Reported Problem Description drop‑down menu | Select a general description of the problem. What displays in the drop-down menu varies depending on what is in the Reported Problem Category field (described above). |
Detailed Explanation box | Provide a detailed explanation of the issue. Provide as much information as possible. The more information you provide, the better prepared the STERIS Technical Care team is to resolve the issue. |
Name field | Your name or the name of the individual that the STERIS Technical Care team can contact for more information |
Phone Number field | The telephone number of the contact (see the Name field above) |
Ext field | If the contact (see the Name field above) can be reached at an extension, enter the extension. |
After Hours Overtime Approved radio buttons | Select Yes or No to indicate if you approve overtime hours and overtime rate charges to fix this problem. If you select Yes, a field displays requesting your electronic signature approving overtime rates. |
Phone Resolution radio buttons | Select Yes or No to indicate if you would like a call from the STERIS Technical Care team to discuss the problem and discover if they can resolve the problem over the telephone. This might be useful, for example, if the equipment is not down but you hear a noise that worries you. An experienced Technical Support engineer will call you and may be able to help you over the telephone. If the engineer determines that an Equipment Service technician should be sent to your facility to resolve the issue, the engineer will submit the request for you. |
Attach File link | Allows you to attach a file (photograph, drawing, etc.) that illustrates the issue |
I’m Not a Robot checkbox | Select this checkbox or you will be unable to submit the request |
Submit Service Request button | Causes the service request to be sent to the STERIS Technical Care team |