Products Covered
iLink Phillips CMND
Service Desk Availability
Faults: 24 hours a day - 7 Days a Week
General Enquiries: Monday to Friday 9.00 am – 5.00 pm (local time)
How to log a fault - (see support contact information at the end)
For Business Critical issues, please log ticket by phone where possible
All reported faults will create a support case ticket reference number. This will be provided either verbally or via the emailed ticket request. (For Australian customers, we use the UAE contacts for support.)
When recording your incident we will ask you for the following information:-
• Contact details (name, location and contact number/email), plus alternative contact if appropriate
• A description of the fault or request – please provide as much detail as possible to aid a speedy resolution.
An engineer will be allocated to review and resolve the incident for you – they will acknowledge receipt of your issue and advise they have taken on the ticket.
Update on an Existing Ticket by Phone
If you require an update on an existing ticket or you would like to give additional information, please provide the Support Agent with your ticket reference number. If available, you will be put through to the original engineer. Should the engineer be unavailable then an alternative technical resource will be allocated to assist you.
Update on an Existing Ticket by Email
If you wish to receive an update, or give additional information, regarding an existing ticket by email, this should be sent to the relevant support desk email contact detailed in Page 3 and the original TigerTMS ticket reference number should be provided within the email subject line
Closing a Ticket
An existing ticket should not be closed without agreement from the person who originally logged the call. If TigerTMS believe the problem has been resolved and has tried on several occasions to contact you over a period of 48 hours, with no response, they will close the ticket. An email will be sent to the designated contact to advise of this, along with details of any steps taken to resolve the issue if necessary.
Finance Contacts
If you have any issues with your invoice or have an accounts query please do not hesitate to contact our Accounts department on the details below:-
Helen Roe – General Accounts queries
Michelle Kneen – Invoice Queries
Kathryn Riley – Credit Control
Tel: 01425 891090
Support Contact Information
` - Telephone: +44 1425 891099
- Escalation: Rosie Boyes +44(0)1425 891040
- Escalation: Leoncio Martinez-Rosario
+49 21187 390032
- Telephone: +971 4575 7669
- Escalation: Adam James +971 506401062
- Telephone: +1 800 424 6757
- Escalation: James Kaboth
+1 800 424 6757(o) / +1 608 305 8292 (m)