Customer Support
24-hour Customer Support
Remote customer support and troubleshooting is available 24 hours a day, 7 days a week. Utilizing a VPN or VNC connection we can:
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Provide precise and immediate troubleshooting support
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Adjust machine settings
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Modify the program
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Create new recipes
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Provide software updates
Before calling for Customer Support, please review information available in the Troubleshooting Guide and in the HMI On-Line Help, Machine Technical Manual, and Manufacturers’ Documentation.
When calling for Customer Support, please provide the following information:
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Machine Serial Number
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Phone number where you may be reached
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Description of problem
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Plant location
Normal Business Hours:
Monday through Friday – 8:00 AM to 4:30 PM CST
320-763-6043 (Voice)
email:
Parts: Option 4
Customer Service: Option 5
Frequently Asked Questions
What’s included in the initial installation?
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Installation is performed on a time and expense basis. We will work with you to develop an installation plan that best fits the needs of your organization.
What is considered an emergency?
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We define an emergency as a problem that causes downtime or has a serious impact on production.
What are some strategies to optimize support-ability and up-time?
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Proper ongoing maintenance of your packaging automation equipment and training is the key to achieving optimum up-time. Monitoring spare parts inventory will also help minimize downtime associated with parts failure.