C-TEC technical support upgrade includes AI call logging and CAST team

C-TEC technical support line launches on 24 November

C-TEC has announced that a new dedicated technical support telephone number for its customers will go live on Monday 24 November 2025 as part of a wider investment in its technical support and professional help desk services.

The new line will route customers directly to the company’s technical support team rather than via a central switchboard.

The new number is 01942 366328.

C-TEC stated that the changes are intended to make it easier for customers to reach the right specialist for queries on its life-safety systems.

The firm added that the new line forms one element of an ongoing programme to strengthen its technical support offer.

Terry Gordon, C-TEC’s Engineering/Technical Support Manager, said: “We already have an excellent reputation for technical support in the industry and these new developments are set to enhance this further.

“The new call logging system, a direct technical line and new specialist CAST support team to assist with things like complex cause and effect programming on our ZFP 1-8 loop networkable addressable fire system will all mean faster and more efficient technical support for our customers.”

Investment in technical support and help desk services

C-TEC reported that the new number comes alongside a cloud-based AI-enabled call logging software system introduced for its help desk.

The company said this software will record and track customer enquiries so that technical cases can be followed through to resolution.

It explained that the system is intended to give the technical team better visibility of open issues and previous interactions.

C-TEC has also appointed additional technical experts to expand the capacity of its support team.

The firm indicated that this is designed to reduce waiting times and provide access to a wider range of specialist knowledge.

Customers can contact the main technical support line on 01942 366328 or via [email protected].

C-TEC highlighted that this contact information is being promoted so customers can update their records ahead of the line going live.

Specialist CAST team and new help videos in development

As part of the same programme, C-TEC has created a specialist CAST technical team focused on its own-protocol life-safety systems.

According to the company, this team will provide tailored support on issues such as complex cause and effect programming on systems including the ZFP 1-8 loop networkable addressable fire system.

The CAST team can be reached via the same main number, 01942 366328, or at [email protected].

C-TEC added that this dedicated route is intended for projects requiring more detailed assistance on configuration and commissioning.

The firm is also developing a series of help videos to give customers clear visual guidance on installing and operating its systems.

These videos are planned for release early next year through C-TEC’s online support hub at c-tec.com/info/support-hub.

The company said that the hub will act as a central point for documentation, video materials and other on-demand support resources.

Customers are being encouraged to use the online hub alongside the new telephone support lines once the updates are in place.