Below are a list of commonly asked questions on TOPIx Technical Support subscriptions.
Question 1
What types of subscriptions are available in TOPIx?
Answer
TOPIx offers subscriptions for:
Each subscription provides access to different services within the system.
Purchase a Help and Support Subscription
Purchase a Programing only or Programing, Documents and Workflow Subscription
Question 2
What is a TA request?
Answer
A TA request is a support query submitted through TOPIx to receive help from the Local Technical Support (LTS) team. The TA request must be used for support when working on a vehicle.
If the support is not vehicle specific, for example subscription related, reporting an error in the information presented, system functionality, then the TOPIx Feedback functionality must be used.
Question 3
Do I need a subscription to submit a TA request?
Answer
Yes. You must have:
Without these, you cannot submit a TA request
Purchase a Programing only or Programing, Documents and Workflow Subscription
Question 4
What happens if I try to submit a TA request without a subscription?
Answer
TOPIx will display an error message and provide a link to update your account or purchase a subscription. Purchase a Help and Support Subscription
Question 5
Can I view TA requests without a subscription?
Answer
Yes, you can view existing TA requests, and view existing draft TA’s. You cannot create a new draft, or submit new requests. Purchase a Help and Support Subscription
Question 6
Are there requirements before purchasing Help and Support?
Answer
Yes, you must have an active Document, or Programing or Workflow subscription. This subscription must be valid for at least 24 hours. You may be advised to purchase an additional supporting subscription, such as programing, to extend your access if it is needed to support the repair of the vehicle.
Purchase a Programing only or Programing, Documents and Workflow Subscription
Question 1
What are tokens?
Answer
Tokens are used to purchase TA requests.
Question 2
How many tokens does a TA request use?
Answer
Each TA request consumes 1 token when submitted. We will only deal with 1 vehicle issue for each TA request. Multiple vehicle issues will require multiple tokens.
Question 3
When are tokens deducted?
Answer
Tokens are deducted only when the TA request is submitted, not when saving drafts.
You cannot create a draft ticket without an active Technical Support subscription, the token is not used until the draft is submitted
Question 4
What token bundles are available?
Answer
You can purchase tokens in the following quantities:
Question 5
How long are tokens valid?
Answer
All tokens are valid for 12 months from the date of purchase.
Question 1
How do I submit a TA request?
Answer
Follow the steps below;
Question 2
Where can I raise a TA request?
Answer
You can raise a request through the Technical Support tab, or during the Workflow process.
Question 3
Can I save a TA request before submitting it?
Answer
Yes, you can save requests as drafts, and edit them at any time before submission.
You cannot create a draft ticket without an active Technical Support subscription, the token is not used until the draft is submitted
Question 4
Where can I view my submitted requests?
Answer
All submitted requests appear in the Technical Support In-Tray.
Question 5
Who can see my TA requests?
Answer
Employees and legal representatives registered under the same company in TOPIx share a common in-tray view, and can see the same requests and updates.
Question 6
Who handles my TA request?
Answer
Requests are processed by the Global Concern Management (GCM) system, responses are provided by the LTS team.
Question 7
Where will I receive responses?
Answer
All responses are delivered through the Technical Support In-Tray in TOPIx.
Question 8
When will my TA case be closed?
Answer
Your case will remain open until the Technical Support team has provided a technical resolution or final technical recommendation.
Question 9
Can I reply to a closed TA case?
Answer
No. When a case has been closed, any further assistance will require a new Technical Assistance request.
Question 10
Do I need another support token if I require further assistance?
Answer
Yes. Any new request submitted after a case has been closed will require a new support token.
Question 11
Why was my case closed?
Answer
Cases are closed when the Technical Support team has provided a technical resolution or final technical recommendation in response to the issue raised.
Question 12
How will I know when my TA request is updated?
Answer
You will receive notifications through the TOPIx Notifications tab. If enabled in your User Settings you will receive email notifications.
Question 1
Will Technical Support assist with non-genuine parts?
Answer
No. Technical Support recommendations are based on the use of Genuine JLR Parts and approved JLR repair procedures.
Question 2
Will Technical Support support repairs outside JLR procedures?
Answer
No. All guidance provided is limited to approved JLR repair methods and standards.
Question 1
I am experiencing a technical issue with TOPIx. How do I get help?
Answer
Submit a Feedback Ticket. Technical platform issues are handled separately from TA requests.
Question 2
I have an issue with my support token. What can I do?
Answer
Raise a Feedback Ticket for investigation.
Question 3
How do I request a refund?
Answer
Refund requests must be submitted through a Feedback Ticket and cannot be processed through a TA request. Refunds are not guaranteed and are at the sole discretion of JLR.
Question 4
Can I use a third-party Vehicle Communication Interface (VCI) with TOPIx?
Answer
Some third-party VCI's may operate with TOPIx; JLR cannot guarantee compatibility, functionality, or support when using non-approved equipment.
(TOPIx User Guide/Technical Requirements).
Question 5
Will Technical Support help resolve issues when I am using third-party hardware or software?
Answer
Technical Support will make reasonable efforts to assist; if the issue is related to or caused by non-approved equipment, you may be asked to reproduce the issue using a supported configuration before further investigation can take place.
Question 6
How do I know if my equipment is supported?
Answer
Review the latest TOPIx Hardware and Software Requirements documentation to confirm your configuration meets the current specifications.
Question 7
What if I missed some diagnostics?
Answer
Complete any outstanding diagnostics before escalating where possible. If further testing cannot be completed, clearly explain:
Providing this context helps the next support level continue the investigation efficiently.
Question 8
How do I confirm a correct part has been installed?
Answer
Before escalating:
Question 9
What if I cannot replicate the issue?
Answer
Not all concerns can be replicated. In these cases:
Question 10
Do I have to attach all diagnostic files?
Answer
No. Attach the files that are relevant to the concern and support your investigation. Review and highlight the key evidence before escalation.
Question 11
What evidence must I include?
Answer
Where available, include:
Question 12
What must I include in the support request?
Answer
Be specific. Clearly state what assistance is required, what question needs answering, and what outcome you are seeking from the escalation.
Question 13
Why was my TA returned?
Answer
The most common reasons are:
A complete TA helps LTS / Engineers provide a quicker and more accurate response.
Question 1
Can I submit a Technical Assistance request for an EV?
Answer
EV-related Technical Assistance is only available to technicians who have completed the relevant JLR EV training requirements. Excellence JLR Training Registration Request
Question 2
How do I qualify for EV Technical Assistance?
Answer
You must complete the required JLR EV training courses. Details can be found on the JLR training portal. Excellence JLR Training Registration Request
Question 3
What happens if I have not completed the required EV training?
Answer
Technical Support will not be able to provide EV-related assistance until the required training has been completed. Excellence JLR Training Registration Request