Customer support
Support for your SandStar fleet.
Existing Ameni customers can access their support portal to lodge and track tickets, warranty matters and service requests. Ameni owns triage for every SandStar machine in Australia and stays accountable for the outcome.
Support portal
Support portal coming online.
The Ameni customer support portal is being brought online. Until it is available, contact the Australian support team directly and we will log your request against your machines.
Not yet an Ameni customer? Contact our team.
Customer support ecosystem
Everything that keeps a fleet trading.
Parts and sundries
Consumables and sundries for your fleet. Restricted components are released under an Ameni RMI authorisation.
Warranty cover
Warranty periods by model, qualification requirements and how a claim is assessed.
Talk to Ameni
Speak with the Australian team about an account, a site or an issue that does not fit a ticket.
Support flow
How a request is worked.
01
Identify
Machine model, serial number and site are confirmed.
02
Triage
Ameni categorises the issue and sets a response target.
03
Remote diagnosis
Where possible the fault is diagnosed remotely before anyone attends.
04
Decision
Warranty assessment, parts dispatch or technician attendance is arranged.
05
Confirmation
Resolution is confirmed with the site before the request is closed.
Priorities
Response targets, not contractual SLAs.
Critical
Safety concern or multiple machines out of service.
High
A machine is not trading.
Standard
Degraded or repeating behaviour, machine still trading.
Low
Training, reporting or general questions.
Priorities describe how Ameni sequences work. Response targets are indicative only, are not contractual service levels and do not form part of any agreement. An Ameni RMI number is required before any component is removed, returned or replaced under warranty.
Before you lodge a request
Have this ready and we can move faster.
Identify
- Company and site name, plus site postcode
- Machine model and serial number
- Whether the machine is trading, intermittent or down
Describe
- Issue category that best fits the fault
- Symptoms and any on-screen error message
- Recent changes - power, network, relocation, restock or servicing
Please keep personal or sensitive information out of the description fields.
Cannot use the portal? Lodge a request directly
This direct form remains available for customers without portal access. Choose the closest match and we pre-set the relevant fields.