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Services

Remote Support

HMI screen sharing, log analysis and recipe correction over VPN; 24/7 service line.

Duration: First response 1 hour · remote intervention 4–8 hours
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Remote Support

Most faults are solved without a site visit: the technician connects to the HMI over VPN, reads the event log and axis fault codes and applies the recipe or parameter correction together with the operator. If the line has stopped, we get back to you within 1 hour; remote intervention starts within 4 or 8 hours depending on the maintenance package.

The connection is opened only with customer approval and per session; every session is logged. The 24/7 service line is reachable all year.

Scope of service

  • 24/7 service linePhone and WhatsApp; priority if the line is stopped.
  • HMI access over VPNWith customer approval, per session.
  • Log and fault analysisAxis, vacuum, static and safety events.
  • Recipe correctionTogether with the operator, recorded session.

Process

  1. 01

    Call / service request

    Call the service line or open a service request with the serial number and a description of the issue.

  2. 02

    Remote connection

    With your approval an encrypted VPN session is opened and the technician connects to the HMI and logs.

  3. 03

    Solution or site plan

    If the issue cannot be solved remotely, a technician and the required parts are scheduled for a site visit.

Frequently asked questions

The service line is open 24/7; if your line has stopped, we get back to you within 1 hour. Remote intervention starts within 8 hours on Silver and 4 hours on Gold; on-site arrival is within 48 hours on Silver and 24 hours on Gold. On Bronze and without a contract, site visits are scheduled according to availability.

From our warehouse in İkitelli OSB. Parts in stock ship within 48 hours in Türkiye and within 5 working days abroad.

Yes; participants completing operator and maintenance training receive a certificate specific to the machine model.

To any side-entry robot with a sound frame. The scope is defined after measurements on the existing robot.

Yes. Service requests without a contract are also handled; site visits are scheduled according to team availability and charged separately. A maintenance contract secures response times and the service calendar.

Yes. Our team handles dismantling, transport coordination, adaptation to the new machine and re-commissioning; dismantling takes 1 day and installation at the new location 2–3 days.

Other services

Contact our service team

Send the machine serial number and a short description of the issue; our service line responds within 1 hour.

Create a service requestWrite on WhatsApp