How do I raise a service request?
Use the Request a Service form on this site. It captures the site, the requirement, the equipment and any commercial references in one submission, which avoids the back-and-forth that a plain email usually needs.
Help Centre
Service Requests
Raising a request, references, and what happens next.
What is my reference number and where do I find it?
Every service request is given a reference in the form ITOX-YYYY-000000. It is shown on the confirmation screen and repeated in the confirmation email. Quote it in any correspondence about that request.
How do I send photographs, logs or documents?
Submit the request first, then reply to the confirmation email with your reference and attach the files. Keeping attachments out of the form means a large upload can never cost you the details you just typed in.
Can I change or cancel a request after submitting it?
Yes. Reply to the confirmation email quoting the reference, or raise a support ticket under Service Requests. Tell us as early as you can, because an engineer may already be scheduled.
How quickly will an engineer attend?
There is no single answer, and we would rather say so than publish a number we cannot honour everywhere. Attendance depends on the site, the country, the access process and whether parts have to arrive first. We confirm a realistic window against your specific request before anything is committed.