Introduction

Use this guide to request emergency field service when a warehouse automation system outage is causing, or may cause, an operational stoppage. Providing complete and accurate details helps the support team assess urgency, dispatch the right field resource, and coordinate remote technical support or replacement parts as needed.

When to submit an emergency request

Submit an emergency field service request when one or more of the following apply:

• The system is down and operations have stopped.
• A critical subsystem is failing and production is at risk.
• An alarm, fault, or error condition cannot be cleared safely on site.
• The issue may create a safety hazard if the equipment continues to run.

Information to include in your request

Include as much detail as possible so the support team can triage the issue quickly.

• Site location and facility name
• Equipment model and serial numbers
• Description of the outage or failing subsystem
• Any alarm, fault, or error codes displayed
• The time the issue began
• Recent events such as power loss, maintenance work, software changes, or network interruptions
• Any troubleshooting steps already completed
• Whether the issue is affecting one machine, a line, or the full system

Safety steps before further troubleshooting

If the issue is safety-related, stop and follow your site procedures before attempting additional troubleshooting.

• Isolate the equipment if required by site safety procedures.
• Lock out and tag out equipment when applicable.
• Keep personnel clear of moving or energized components.
• Do not bypass safety devices or interlocks.
• Escalate immediately if there is any risk of injury or equipment damage.

What happens after you submit the request

After submission, the support team reviews the details to determine urgency and the best response path. Depending on the situation, Fidus Global may coordinate emergency field service, remote technical support, or parts support to help restore operations as quickly as possible.

• Triage the outage and confirm impact
• Dispatch the appropriate field resource
• Coordinate replacement parts or inventory support if needed
• Provide remote technical guidance when appropriate
• Work toward restoring safe system operation

Tips for faster response

• Share the most recent and most relevant alarm details first.
• Include photos, screenshots, or logs if available.
• Identify whether the issue is intermittent or continuous.
• Note any recent changes to software, controls, network, or power.
• Keep a contact available on site who can answer follow-up questions.

Next steps

Submit your emergency field service request through [support channel or form]. If you do not have the correct contact path, use [Insert support contact method] for immediate assistance.

Additional information

For non-emergency maintenance, parts requests, or planned modernization support, contact Fidus Global through the appropriate service channel. If your site has specific escalation procedures, follow those procedures in parallel with this request process.

Disclaimer

This guide is intended to support initial emergency request intake and does not replace site safety procedures, OEM instructions, or qualified technical judgment. Always follow your facility’s safety requirements and escalate to trained personnel when there is any risk to people, equipment, or operations.