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:

• Provide precise and immediate troubleshooting support

• Adjust machine settings

• Modify the program

• Create new recipes

• 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:

• Machine Serial Number

• Phone number where you may be reached

• Description of problem

• 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?

• 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?

• 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?

• 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.