How do I raise a service request in the portal?
What you'll do: Go to Raise a request, optionally pick the affected equipment, choose the issue type, describe the problem (at least 10 characters), and submit. You'll get a request number and can track it on your Service Requests page.
Steps (website)
- From the sidebar choose Support → Raise a request (or use a + Raise a request button on the Overview or Service Requests page).
- Optionally pick the affected equipment — search by serial number, product, or location. You can also leave it as "no specific equipment."
- Choose the Issue type:
- Breakdown / not working
- General service visit
- Preventive maintenance
- Inspection
- New installation
- Describe the problem (required, at least 10 characters, up to 2000).
- Set the Priority: Normal, Urgent, or Critical.
- Optionally add an additional contact person and their 10-digit mobile number, up to 5 photos (10 MB each, JPG/PNG/WebP/HEIC), and any site-access notes.
- Click Submit service request →.
You'll see a confirmation with your request number:
Your request has been submitted. Track its status any time on your Service Requests page.
On the mobile app
The steps are the same, with two differences: there's no "New installation" option (raise installation requests from the website), and the equipment picker has no search box. The button reads Raise request.
If something's rejected
- The Submit button stays disabled until your description is at least 10 characters and any phone number you entered is a valid 10-digit Indian mobile.
- "This account is not fully set up to receive service requests yet. Please contact your service provider." — Your agency's workspace isn't fully configured. Contact them.
- A photo that fails to upload doesn't cancel the request — the request is still created.