How to prepare a technical support request for imaging equipment

When an imaging system develops an issue, the first description affects the quality of the initial assessment. A generic statement such as “the machine does not work” cannot separate the symptom, context and possible dependencies.

You do not need to diagnose the issue. It is more useful to report exactly what was observed and which information is available.

Identify the system

Include manufacturer, model, configuration and a shareable technical identifier. If the issue concerns a component, provide its public part number, revision and location within the system without inferring unconfirmed compatibility.

Describe the observed behaviour

Explain what happens, when it occurs and whether the behaviour is continuous or intermittent. Report any available codes or messages exactly as displayed, without including clinical or patient information.

It is helpful to state the last condition in which the system operated normally and whether the issue appears during a specific stage.

Report recent events and activities

Interventions, replacements, updates, moves, outages or changes in operating conditions may be relevant. Even when they appear unrelated, they help the technical specialist build a clearer timeline.

Prepare access and a contact person

State the technical contact, access constraints and any internal procedures to coordinate. Timing, parts and intervention method are confirmed after the information has been assessed.

What not to send

• patient names or identifiers;
• diagnostic images or clinical data;
• credentials, passwords or access codes;
• documents not required for the enquiry;
• internal information not approved for sharing.

Send only relevant technical data. Files or photographs may be requested later through an agreed channel.

Start from technical support or describe the issue through the contact page.