Machine down, or need a part?
Start with the technical assistant, and send us a request if it cannot settle it. Either way you do not need an account and you do not need to be logged in.
Most answers come back faster than we do.
1. Ask the technical assistant
Setup requirements, operation, routine maintenance and first-step troubleshooting, answered from the Hefestus manuals. Give it your machine ID and it replies straight away, at any hour.
2. Send a service request
Parts, replacement components, planned maintenance, or a fault the assistant could not settle. This opens a ticket the service team works from, with your machine and serial already on it.
3. Call, if it cannot wait
Production halted and neither of the above will do. A request sent above reaches the team in writing either way, so use it unless waiting is not an option.
Open a ticket.
Have the serial number ready. It is on the machine plate, and it is the first thing the service team will ask for.
What happens after you submit
A ticket opens
Your request becomes a support ticket carrying your machine model, serial number and urgency, so nobody has to ask you twice.
The service team is notified
The ticket posts to the service channel and goes out by email at the same time, so it is seen whether or not anyone is at a desk.
Someone comes back to you
On the email address you give us, with the ticket number on the thread so nothing gets lost.
Looking at a machine for your floor rather than servicing one? Book a demo instead.