SERVICE · HELPDESK
When there is a problem on the line, the first step is a phone call. Most situations are resolved with a short check on the panel, without stopping production. If they are not, the next steps are just as clear: a remote check and, where necessary, an on-site intervention with the spare part already in hand.
HOW IT WORKS
This is the process we follow when you report a problem. Most cases are resolved in the first two steps, without stopping the line.
01
We go through the symptom and the status shown on the panel together. The aim is to establish whether the cause is mechanical, control-related or a recipe definition. Any work carried out before that is clear is time lost.
02
Where the line's automation infrastructure allows it, we review the system data remotely. Most recipe- and parameter-related issues are resolved at this step, without stopping the line.
03
If the fix has to happen on site, we arrive with the spare part needed. After the intervention the system is verified again and the work carried out is reported in writing.
PREPARATION
Having this to hand gives our support team the technical context for a productive first call.
The system type and serial number from the label on the housing. Both are also recorded in your commissioning file.
A photograph of the message or status code on the screen. Reading the exact text is more reliable than describing it.
When it started, which recipe it appears in, and whether it happens every time or only occasionally. A repeating pattern speeds up the diagnosis.
For anything involving motion or line behaviour, a few seconds of video tells us more than a long description.
SUPPORT REQUEST
Fill in the fields and the request is sent to our support team by email. In urgent cases a phone call is faster.
If production has stopped, do not spend time on the form. Call us and we will make the first assessment by phone.
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