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
Normal Business Hours:
Monday through Friday – 8:00 AM to 4:30 PM CST
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.