24/7 - 365

Worldwide Service

Our customer service team offers complete packages for service after delivery and installation, from custom service and warranty, solution oriented training, to 24 hour consulting.

 

Consultancy

Our highly qualified engineers act as partners with our customers to work out the optimum solution for every problem. Early involvement in the concept phase results in a versatile and innovative solution created by partnership.
 

Project management

Our project management systems ensures end-to-end implementation of the concept. We provide you with one contact for the entire duration of the project. This project leader brings your needs and requirements into the project team and is responsible for implementation.
 

Design and realisation

With the latest CAD systems, our designers turn ideas into practical applications. The system is manufactured and assembled in one of our facilities, by skilled mechanics, electronics engineers and software specialists. The quality standards required are assured by continuous refinement of our processes and supported by certification such as ISO 9000.
 

Customer Services

Our customer service team offers total packages for service after delivery and installation, from customized service and warranty, solution-oriented training, to 24-hour support. As a global supplier, we are continually optimizing our services to meet our customers requirements at their production sites.

IPTE Service Levels

  • Level 1
    • 24/7 Hotline
    • Recording customer problems and machine numbers
    • Identification of the customer contact person
    • Telephone support by an IPTE service technician during the office hours which are from Monday to Friday 8 a.m. - 17 p.m.
    • Reaction time 24 hours
    • Basic trouble shooting and localization of customer problems
    • Cost: Hotline and telephone support for free - onsite service next working day will be billed separately
  • Level 2
    • 24/7 Hotline
    • Recording customer problems and machine numbers
    • Identification of the customer contact person
    • Telephone support 24/7 by an IPTE service technician.
    • Reaction time: Within 2 hours after the initial Hotline call.
    • Basic trouble shooting and localization of customer problems
    • Cost: Hotline for free - telephone support 24/7 is 3.500 € per month, onsite service not later than next day will be billed separately

     

  • Level 3
    • IPTE Smart Support App available for most mobile devices
    • Trouble shooting and localization of customer problems with audio and video session include translation and documentation
    • Determination of the required wear and spare parts for a service use at the customer site much easier with visualization
    • TeamViewer remote support or VR glasses can be used on demand
    • Service can be booked for a better and faster support combined with the Basic Level 1 and the Advanced Level 2
    • Cost: 2.800 € per year for the full remote support during the booked service availability (IPTE-Service-Tablet on demand)
  • Level 4
    • Onsite service by a IPTE technician with a reaction time of 4 hours after the initial clarification with the telephone support
    • Fixing the customer's problem with the existing Spare part level
    • If needed with the support of the specialist departments for extreme problem solving
    • Service can be booked combined with the Basic Level 1 and the Advanced Level 2
    • Cost: Depending on the service level booked
    • Basic Level 1 (5 days a week) is 5.850 € per month
    • Advanced Level 2 (7 days a week) is 8.180 € per month
    • Onsite service will be billed separately 
  • Level 5
    • Health Check for the determination of used wear and spare parts
    • Yearly maintenance on customer machines to minimize stop times
    • Planned spare parts packages to minimize delivery times
    • Cost: Calculated by number of machines, effort and required spare and wear parts.
    • A service agreement will be created on demand individually
  • Level 6

    Training Programs

    1. Operator
      Machine startup and automatic machine action
      Small and easy to solve machine errors
    2. Maintenance staff
      Manual machine actions and calibrations
      Maintenance and troubleshooting
      Service tools
    3. Technician
      Spare and wear part handling / ordering
      Scheduling of maintenance and updates
      Configuration of machine parts
      Calibration high level

IPTE Hotline Support

  • 24h / 7days
  • Recorded voice message
  • Priority latest on next working day
  • Free of charge

 

+32 89 623 100
Worldwide Service

On all main continents