Internal Support Request – Carrier Enterprise Technical Support

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– Step 1 of 2

What type of request are you submitting? *

Product Support
Parts Support
Customer Training Request
New Customer Onboarding
Jobsite Visit Request
VRF Startup Notification

Choose the option that best matches the help needed. Your selection controls the rest of the form.

Associate Name *

Associate Email *

Region *

Product Support Issue Type *

Select the closest match. If none apply, choose Other equipment question.

Parts Support Issue Type *

Technical Support Jobsite Visit Request

Before requesting a jobsite visit, the contractor service technician or service manager should contact Technical Support from the jobsite and attempt to resolve the issue using recommended diagnostic steps.

Overview & Guidelines for CE Technical Services & Support Jobsite visits

VRF Startup Notification

Use this form to submit a sold VRF project to the CE VRF Technical Support Team.

Please provide all required project information, contacts, order details, and the vPro file at the time of submission. This allows the assigned VRF Technical Support Rep to review the project, create the Salesforce case documentation, contact the contractor, and begin assisted start-up coordination.

Sales remains responsible for equipment shipping, tracking, and arrival communication. The VRF Technical Support Rep will support VRF technical questions, installation coordination, start-up readiness, and assisted start-up planning.

CE VRF Assisted Start-Up Program Overview

New Customer Onboarding Request Details

This orientation introduces new contractors to the CE Technical Service & Support Team. We will share with the contractor the tools available for getting technical support and technical resources, using the HVAC Pro+, Wingman, CE PATH, the Carrier/Bryant Service Tech App, and how to request support effectively.

Before the onboarding session: each participant should download the HVAC Pro+, have their own login/profile, and verify access to Wingman and CE PATH.

This onboarding session is FREE.

This is not product technical training, installation training, controls programming, or troubleshooting training. For those needs, submit a Customer Training Request and select a CE PATH course.

Customer Technical Products Training

The Technical Services & Support team offers private training sessions for contractors. This training request is for CE PATH training courses.

Minimum of 10 participants required.

Before the session, each participant must download HVAC Pro+, have their own login/profile, and verify access to Wingman and CE PATH.

The investment includes the standard cost of the training through CE PATH, plus the instructor’s travel expenses.

Customer / Contractor Information

CE Account Number *

Primary Contact Name *

Contractor Name *

Primary Contact Email *

of Onboarding Date

Existing Technical Support Case Number *

Has the company's Principle / Service Manager or lead technician visited the jobsite? *

End User / Jobsite / Project Information

End User / Jobsite / Project Name *

End User / Jobsite / Project Address *

Address Line 1

City

State / Province / Region

Postal Code

Equipment Information

Model Number *

Serial Number *

Installation / Startup Date *

Use the original installation/startup date when applicable.

Equipment Information

Model Number *

Parts Information

Part Number / Part Needed *

Part Description *

Parts Availability / Expedite Details

Expedite # *

Gateway Case # *

CE Order Number *

Customer / Contractor PO Number *

Expected Part Date from RC *

CE Branch #

If this request involves a coil leak, upload a photo or video showing soap bubbles actively forming at the leak location; if it involves a compressor, provide the compressor failure type.

Request Description / Problem Statement *

Describe the issue, what has been checked, what is needed, and any important background.

Supporting files/photos

Drag & Drop Files, Choose Files to Upload You can upload up to 8 files.

Upload invoices, screenshots, photos, checklists, or other supporting documents available.

VRF Project Information

CE Order Number / Sales Order Number *

VRF Manufacturer / Product Line *

Total Tons of Capacity *

CE Quote Number *

Estimated Equipment Ship Timeframe *

Number of Outdoor Units *

Purchase Order Number *

Estimated Start-Up Timeframe *

Number of Indoor Units *

Brief Project Description *

Provide any helpful project background, scope details, customer expectations, or known concerns.

Required Project Files *

Drag & Drop Files, Choose Files to Upload You can upload up to 8 files.

Upload the project vPro file, approved/current submittals, piping and layout drawings, design/control documents, wiring diagrams, controls scope, and any other available files that may help Technical Support review the project.

Class Desired *

Course name from CE PATH that is not listed.

Training / Onboarding Dates

Preferred Training / Onboarding Date *

Date

Time

Allow a minimum of 14 days in advance for scheduling. We cannot guarantee the requested date.

Alternate Training / Onboarding Date *

Date

Time

Where will the training or onboarding be conducted? *

Virtual – Zoom
CE Local Facility
Customer Location

What resources are available at this facility?

Training Room
Projector
TV w/ HDMI connection

Participant Email Addresses

Add each attendee email address used in HVAC Pro+.

Attendee Email Address *

Training / Onboarding Additional Comments

Jobsite Equipment Information

Outdoor / Package Unit Model Number *

Outdoor / Package Unit Serial Number *

Indoor Unit Model Number

Indoor Unit Serial Number

Scheduling Options

We will make our best effort to accommodate the requested dates. Dealer Service Manager and/or Owner must be present during jobsite visits, along with a technician with necessary tools and technical expertise.

Jobsite Visit Scheduling

Preferred Jobsite Visit Date *

Date

Time

Alternate Jobsite Visit Date *

Date

Time

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