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

by Featured NewsFire Detection

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 technical@c-tec.co.uk.

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 cast@c-tec.co.uk.

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.

C-TEC Managing Director appointed to key national safety board

by Associations and OrganisationsFeatured NewsFire DetectionPeople

C-TEC Managing Director joins FIA Board

C-TEC has announced that its Managing Director, Andrew Foster, has been elected to the Fire Industry Association (FIA) Board of Directors and reappointed to its Fire Detection and Alarm (FD&A) Council.

The company said Foster, who began his career as an electrical engineer, founded C-TEC in 1981.

According to the manufacturer, he remains actively involved in research and development, UK manufacturing and the advancement of fire-safety technology.

Industry contribution and leadership roles

Foster said: “I am delighted to have been appointed to the Board and am looking forward to sharing my insight and practical knowledge to promote members’ interests and shape the future of our industry.

“I am also honoured to have been given the opportunity to continue contributing to the valuable work carried out by the FD&A Council.”

C-TEC explained that the FD&A Council plays a key role in guiding technical standards and product safety within the UK fire sector.

The company added that Dan Foster, its Director of Science, has also been appointed to the FIA’s newly formed Technology Council.

Expanding expertise across FIA councils

According to C-TEC, Dan Foster is responsible for the design, certification and ongoing safety of the technologies used in its life-safety systems.

The company said he will work with other council members to provide technical guidance and maintain the FIA’s position at the forefront of emerging technologies.

C-TEC described the appointments as an opportunity to share its technical expertise with peers across the fire-detection and alarm sector.

C-TEC’s role in UK life-safety systems

C-TEC manufactures open-protocol fire detection and alarm systems for commercial and residential use.

The company also produces lockdown, evacuation alert, call, disabled refuge and hearing loop systems used across the UK.

It stated that its continued involvement with the FIA councils reflects a commitment to collaboration and safety improvement across the fire industry.

Relevance for professionals in fire system design and regulation

This development is relevant for professionals involved in fire detection and alarm system design, regulation and certification.

C-TEC’s participation in the FIA Board and its technical councils connects manufacturer insight with sector-wide decision-making, influencing guidance on standards and compliance for UK installations.

Fire engineering consultants, building services engineers and contractors working with life-safety systems may encounter future specifications shaped by these councils’ recommendations.

The involvement of both a managing director and a technical lead from a major UK manufacturer provides combined operational and scientific perspectives within the FIA’s leadership structure.