At Daktronics, we make support simple through Daktronics MySupport. This mobile-friendly, online portal allows you see the progress of your open service cases and order statuses, open new services cases and includes the option of requesting parts and on-site service.
MySupport at a Glance
MySupport Case Statuses
Status: Open
This status is used when the case is first created. Our service team is committed to answering each request within 1 business day. If you need immediate answers due to an event, please call our team with your case information.
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Clear requests can be addressed quickly, therefore the more information that can be provided, the further we can advance your request before engaging with next steps or additional questions. Providing screenshots or video attachments to your case can be especially helpful during the initial investigation. Clarifying payment and delivery information when parts or service are needed can quickly fulfill orders, also by providing critical deadlines and need-by dates that can be identified.
Status: In Process
Our Service team is working to complete the tasks associated with your request. This could mean scheduling a technician, ordering parts, or gathering information relating to your inquiry.
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If it is unclear what is in process with your request, you can log a new case comment asking for the current status.
Status: On Hold
Daktronics Service team is waiting on additional info to proceed with your request. Review action items in the recent case comments on your case to move forward with resolution.
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This status may indicate that we are waiting on payment details to proceed with parts or onsite service; you can request an update by adding a new case comment or can ask a quote with estimated pricing. Payment authorization through a signed quote or Purchase Order can also be included by adding a new attachment below the case comments section.
Status: Parts Ordered
The Service team has setup your part request for fulfillment with our Inventory, Repair, and Shipping teams. You can review where we are at with this request in the Parts Activity section and will receive tracking details via email once the order has shipped.
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Notify our Service teams prior to sending components in for repair to ensure items are properly identified and returned. With new part orders include the part number, quantities, and delivery address whenever possible.
Status: Onsite Service
We are working to schedule a field technician to your location to address the request onsite. An email confirming the date of service and approximate arrival time will is also shared with the case contact once service has been scheduled. Keep in mind, the technician’s arrival time is often dependent on part delivery and travel time to your location.
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Let our service team know at the time of your request if there are restricted hours for when the technician can be onsite (ex. Monday- Friday 9 AM - 3 PM). Also, if you have upcoming events or other critical deadlines to be aware of.
Status: Resolved
Solutions have been offered or executed regarding the current request in this case. Daktronics has made suggestions and are awaiting confirmation from your team to proceed or have talked through how to resolve the current request and are awaiting feedback that these recommendations solved your request.
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You can add new case comments, attachments, or request a Support call if recommendations need to be revisited or when your team is ready to proceed with next steps.
Status: Closed
The case in question has been closed by our Service team. This can be due to billing requests, inactivity on the case, or the issue presented on the case has been resolved.
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You can still add notes to a closed case if additional action is needed or reference the previous case number on the new case created for our service teams to review past activity.