Response time
General tickets: first reply within 1 business day; urgent tickets prioritized — call the hotline for critical outages.
Back to Support
Submit service ticket
Log installation, configuration or after-sales issues — we respond within 1–3 business days.
Submit a service ticket
For deployed projects: fault reports, remote commissioning and on-site support. Include device models, project background and symptoms so engineers can respond quickly.
General inquiries receive a first reply within1 business day; for urgent faults also call the hotline below.
- 1
Fill in the ticket
Describe product type, issue category and site conditions; add device models and quantities if known.
- 2
Engineer assignment
Support assigns an engineer and may request logs, wiring diagrams or site photos.
- 3
Remote / on-site support
Remote troubleshooting, firmware guidance or on-site assistance depending on project and region.
- 4
Closure&feedback
Ticket archived after resolution; repeat issues under warranty may receive priority handling.
Emergency hotline
24/7: +86-134 3200 4047
Email: Tim@purepointsmart.com
Related resources
Ticket details
Fields marked*are required. Submit online — we reply within 1 business day; for urgent faults call the hotline below.
Service commitment
For hotel and building sites we provide predictable support by priority
Remote support
Remote diagnosis, configuration review and firmware guidance to reduce unnecessary site visits.
Warranty service
Standard one-year warranty; extended warranty available for projects — manufacturing defects handled per policy.
