Service and Maintenance

Here at ICE we manage all of your cleaning equipment and servicing requirements, offering total peace of mind! To log a breakdown follow the process below to ensure a smooth as possible service. Have you tried ICE Smartcall our video diagnostics solution? Download the ICE App now and experience our live video support software for onsite operatives and engineers - with a dedicated team of ICE specialists available to take their calls.

Equipment breakdowns & service enquiries

Contact ICE

Operations Helpdesk

0800 389 3869 (Option 1)

Video triage call via

1. Provide Call Logging Information:

  • ✓ Store Number
  • ✓ Site Name
  • ✓ Site Contact Name & Number
  • ✓ Machine Make & Model
  • ✓ Machine Serial Number
  • ✓ Description of Fault

2. Call Logged

Your administrator will schedule the call and provide you with a reference number.

3. Issue Not Resolved?

If the equipment cannot be repaired, it will be exchanged.

4. Receive Confirmation Email

You will receive an automated email confirming the details provided and your scheduled visited.

Equipment support and training available through the ICE App

The ICE App is designed to support you with the operation and maintenance of your cleaning equipment.

  • Use the Smartcall video support function to connect with a member of our technical team who will remotely diagnose equipment faults and help you fix simple issues without the need to send an ICE engineer.

  • Or watch our equipment training videos, which provide valuable information on how to operate our equipment safely and efficiently.

  • Plus, the ICE App includes detailed product information and user guides for our core product range.



Please ensure you update the ICE App through The App Store or Google Play to view the latest version.

You may need to uninstall and reinstall the App.

When you enter the App you will see this home screen.


For technical support via smartcall, simply click on ‘video support’ displayed along the bottom or on the home screen and ‘start call’ on the displayed screen.


To find machine information go to ‘find product’ where you can either search by the name of the machine if known or search by category.


Once you have found and selected your machine you will be able to view product manuals, brochures, training videos and technical data.