Getting SubC Support - Fugro
SubC Fugro Help Center
The SubC Fugro Help Center is designed specifically for Fugro to provide you with a comprehensive source to find everything you need to help you get the best performance and experience with SubC products.
Enter one or two keywords in the Search field on the Help Center main page.
Or click the product tiles on the Help Center main page to access that SubC Product User’s Manual where you will find instructions on how to use the application.
We are dedicated to continuously adding to our Help Center content to serve you better!
If you don’t find the specific information you are looking for in our Help Center, please let us know!
Send us your suggestions or questions via email to support@subcimaging.com
We will provide you with solutions, answer your questions, and be sure to add the information to our Help Center.
SubC Product Onboarding
Do you have new members on your team unfamiliar with SubC products?
Schedule Training and Onboarding
Contact us to schedule onboarding and training with SubC’s team of experts.
Book Direct via Calendar: Appointments
Phone: +1 (709) 702-0395
Hours of Operation: 1100 - 1900 UTC, Monday - Friday (excluding holidays)
Product User Manuals
Our Product User Manuals contain information to guide and answer questions you may have. You can find all SubC Product Manuals in the SubC Fugro Help Center.
We also embed SubC Product Manuals in our Software Applications for easy access to information if you are not connected to the Internet. Click the book icon in the top, right of the Application UI.
SubC Hardware Serial Numbers
Please have your SubC Product Serial Number on hand to provide to SubC Support when you call &/or include when you submit your support request via email to support@subcimaging.com or via the SubC Customer Service Desk Portal.
See the SubC Product images below as an aid to find the Serial numbers.
Serial numbers for all SubC underwater products are located on the end cap below the connectors in the format SUBC#####
SubC DVR Systems Serial numbers are located on top of the PC Lid or on the front of the machine and in the format SUBC#####
Contact SubC Support Desk
SubC Support includes phone, Service Desk Portal and email support with SubC Products Standard Warranty.
Regular Support Hours: 1100 - 1900 UTC, Monday - Friday (excluding holidays)
Service Desk Portal: SubC Customer Service Desk
Email: support@subcimaging.com
Phone: +1 (709) 702-0392
We encourage our clients to first check for a documented solution for issues in the SubC Product User Manuals embedded in our Software Applications (see Book icon) or online in this SubC Client Help Center. If a documented solution for your issue is not found, please contact SubC Support.
Standard Support
Overview: Our friendly customer service support team is here to assist with basic troubleshooting and support for all SubC equipment. We address common user queries and issues as part of this complimentary service.
Note: More complex or intricate issues that require support beyond basic troubleshooting and standard support may result in charges to the client. We will assess your requirements for such customized assistance and provide a quote prior to providing this service.
Services: We offer guidance on product usage, resolution of simple technical problems, password resets, and routing tickets to higher support tiers for more complex issues.
Regular Support Hours: 1100 - 1900 UTC, Monday - Friday (excluding holidays)
Regular Response Time: Expect a response within 24 - 48 hours
For non-urgent issues, please go to the SubC Customer Service Desk Portal or email support@subcimaging.com to open a support ticket.
If your issue is urgent and inside SubC’s Regular Support hours, please call the Regular Support Phone: +1-709-702-0392
I you call outside our Regular Support Hours / on Weekends/Holidays, you can leave a voice message, and we will return your call during Regular Support Hours.
Priority Support
Overview: Our expert product technicians provide in-depth technical support for SubC products or services covered under the client’s SubC Annual Success Program.
Services: We prioritize and resolve complex technical issues, offer configuration assistance, and conduct in-depth troubleshooting.
Regular Support Hours: 1100 - 1900 UTC, Monday - Friday (excluding holidays)
Priority Response Time: Expect a response within 1 - 24 hours
As part of Priority Support, your emails and phone calls are a priority in the queue
For non-urgent issues, please go to the SubC Customer Service Desk Portal or email support@subcimaging.com to open a support ticket.
If your issue is urgent and inside SubC’s Regular Support hours, please call the Regular Support Phone: +1-709-702-0392
If you call outside out Regular Support Hours / on Weekends/Holidays, you can leave a voice message, and we will return your call during Regular Support Hours.
Extended Support
All Fugro Locations / Groups are eligible for SubC Extended Support
Overview: An Extended Support SLA subscription intitles you to prompt and thorough technical support from our product experts outside Regular Support Hours.
Services: We prioritize the resolution of critical issues, handle bug fixes, manage patches, and provide advanced configuration assistance.
Extended Support Hours: 1900 - 1100 UTC, Monday to Friday and 00:00-24:00 UTC on Weekends/Holidays.
Response Time: Expect assistance within 1-hour
If your issue is urgent and inside SubC’s Regular Support hours, please call the Regular Support Phone: +1-709-702-0392
If your issue is urgent and outside SubC’s Regular Support hours, please call the Extended Support Phone: +1-709-260-0501 or email extended@subccontrol.com to open a support ticket.
Remote Desktop Support
Fugro provides SubC Support with a Host Pass when required to remote login to your PCs running SubC Desktop Applications.
Contact your Fugro Team Manage or IT Team for information regarding issuing a Host Pass. When you have a Host Pass, contact support@subcimaging.com and provide the Host Pass details to your SubC Support Agent.
RMA - Return Material Authorization
If you are having a problem with SubC hardware and suspect an equipment functionality issue, please first contact support@subccontrol.com to confirm with our Support Team if the problem is with the equipment or if the issue can resolve without the need for equipment return.
If it is determined that the equipment does need to be returned, SubC Support will provide you with an RMA Number
Please complete the RMA Form
Enter the RMA Number and provide the required information on the RMA Form.
Direct the Shipping service provider to communicate with SubC Imaging via email logistics@subcimaging.com or phone 1-709-702-0392
Save a copy of the completed RMA Form for your records
Return the completed RMA Form to SubC along with the Equipment