Overview of the Teledyne FLIR technical support process

The Teledyne FLIR Machine Vision Technical Support team is available to provide existing customers with assistance regarding the installation, troubleshooting, configuration, and customization of our cameras. Potential and existing customers are encouraged to contact the Technical Support team regarding technical inquiries such as product specification and software support.

Technical Support Tracking System
To start a support case with our team, navigate to our support portal at https://flir.custhelp.com and select "Ask a question".  A “ticket” in our Technical Support tracking system is created and an Autoreply from this system provides you with your case number. You can use this case number as a reference for future communication.

To update your ticket, there are multiple options.  You can simply reply to the autoreply email or to our email communication.  You can also log into your support portal at https://flir.custhelp.com, and view your open and closed questions, their status, and history.  You can also reply to your open case through the portal, as well as close or open your cases.

We encourage customers to create a new ticket for each isolated question or issue that may arise. This will help to ensure that all questions are properly addressed and answered in a timely manner. If it is necessary to refer to a past support ticket, please quote the specific ticket number in the body of the new ticket. This allows our Technical Support staff to quickly reference the appropriate information. Do not reply to or reopen a closed a ticket with an unrelated issue. This may cause confusion and result in delayed response times.

Closing Support Tickets
Technical Support tickets are usually closed due to one or more of the following reasons:

• • The original issue has been resolved.
  • All available information has been provided by our Technical Support staff and the customer has been advised.
  • The customer has not responded to an email sent by our Technical Support for more than 7 days. The assumption is that the customer may be busy at this time or that the issue has reached a resolution.
  • An RMA has been issued for the return of a damaged product and the customer has been notified. Please see Teledyne FLIR Return Material Authorization Process for more details.

Reopening Support Tickets
The customer always has the option of reopening a closed support ticket by replying to our email shortly after resolution, or visiting your support portal as mentioned above and reopening your case. We encourage our customers to create a new support ticket if the issue or problem is different from that covered in the previous ticket.