Welcome to our Remote Customer Support Portal. The primary purpose of this site is to efficiently assist our customers with agreements, particularly assets that have been supplied by FLSmidth's line of PerformanceIQ HUB related products. For other product lines or sites with no current agreements, support can be arranged by selecting "PerformanceIQHub 24x7 Support - Customer Incident Log". Our PerformanceIQHub service analyst will register your case and transfer your request to an available specialist who can help you with your problem.
en-us

How to get support from FLSmidth?

Please contact our 24*7 support desk and they will find the available resources to support you:

By e-mail
 PerformanceIQHub@flsmidth.com

By Telephone
 Toll Free: [Prefix] 800 3570 7474

Alternate:
Denmark:+45 361 833 33
USA :+1 801 871 7066
Chile :+56 222 900 066
India :+91 44 6740 6333

Please provide us the following information to support in the best way possible:

Your contact info
Your name
Your area of responsibility
Your plant and company name
Your country
Your e-mail address
Your contact telephone number (international call)

How urgent is your request:
Is it urgent, annoying (can wait until next working day) or it is long term request (no problem to wait for a week)?

Commercial:
Is your problem covered by warranty, services agreement or do you need an offer for support or parts?

Problem:
Where does the problem occur? (Laboratory, Server room, Raw mill, Substation, PLC, Network)
How does the problem reveal itself? If not working as it did: describe both correct and wrong behaviour. Error light? Error texts? Smoke? Broken? Sound? Take pictures or video!
If new parts are needed: Vendor? Type? Serial number? Take pictures! If software related: What kind of system? What is the project number? (typically part of computer name) What part of this system? Take some illustrating screenshots!

After your support request, you will receive a receipt email with a Case number.

Please mention this Case number in subject on future inquiries on the support request.

FLSmidth Liability / Disclaimer

Unless otherwise agreed between the parties in writing, the following shall apply for this service:
FLSmidth shall not be liable to the other for any special, incidental, indirect or consequential losses, costs or damages or for any loss of profits, loss of anticipated revenue, loss of interest, loss of use, loss of production, loss of contracts, loss of business opportunities, loss of customers, damage to reputation or for any financial or economic loss whatsoever. FLSmidth’s maximum aggregate liability for losses, costs or damages arising hereunder, whether such liability arises from any one or more claims or actions for breach of contract, tort (including negligence), delayed delivery, non-performance, warranty, product liability, indemnity or strict liability shall be limited to EURO 10.000. All disputes arising hereunder shall be finally and bindingly settled under the Rules of Arbitration of the International Chamber of Commerce by one or more arbitrators appointed in accordance with the said Rules. The arbitration shall be held in Copenhagen and be conducted in the English language and the laws of Denmark shall apply. Disclaimer: In the event of engaging in remote support, FLSmidth is providing its best recommendation based on the available and limited information from the system, customer or prevailing health safety, environment conditions at site. It is important that the customer takes the overall aspects into consideration before implementing any of the recommendations. FLSmidth shall not be liable for any damage to plant or property, loss of profit, loss of use or consequential losses, and shall further not be liable for sickness, injury or death of any person arising out of the remote support.
BeyondTrust Remote Support