Customer Care

Whenever customers of Panotec should require assistance or need to ask questions they are in very good hands: thanks to an extensive service and after-sales network, we are able to provide a full spectrum of services and prompt support.

The reliability of our products makes problem solving much easier since 99% of technical issues can be solved via remote assistance.

In order to provide active support during the first days of machine operation and prompt assistance in case of malfunctioning, Panotec has set up a dedicated support hotline for all its customers.

A specific software processes support enquiries and tickets can be requested via

PHONE

+39 0422 432715 + extension number 1

TICKET

SUPPORT PORTAL

Log in by entering USERNAME and PASSWORD provided by our service department. By using the portal (recommendable), you can follow up on the status of your ticket in real-time.

Our technicians provide the following services via VPN connection:

– control of the functioning and the fine tuning of the machine by controlling the operating parameters
– modification of the parameters of the machines according to the customer’s specific needs
– identification of any malfunctioning components thanks to an effective diagnostic software

Our support service is available during normal business hours, from Monday to Friday, 8.00 a.m. to 6.00 p.m., public holidays excluded.

A full support program including 24-hours service 7 days a week can be provided on request.

Customers who are interested in this program may sign a special service agreement that meets their specific needs (non-mandatory option). The program also includes additional services and special conditions for the purchase of spare parts.

Our staff will gladly provide more information about the services we offer.

AGREEMENTS OF REMOTE SUPPORT SERVICES

SILVER

Online support: 8:00 a.m.-06.00 p.m.

After submitting the support request, the customer will receive a call from Panotec within 4 hours.

The customer is given priority over those customers who have not signed a support agreement. The latter will be put on a waiting list.

GOLD

Online support: 8:00 a.m.-06.00 p.m.

After submitting the support request, the customer will receive a call from Panotec within 4 hours.

The customer is given priority over other customers who have not signed a support contract. The later will be put on the waiting list.

This option includes No. 1 technical assistance on site at the customer’s premises. It is left to the discretion of the customer to, either use the included technical assistance for a planned maintenance servicing or for assistance in case of emergency at the customer’s premises (travel times, travel expenses, board and lodging are excluded).

Discount granted on spare parts: 5%

PLATINIUM

Online support: 8:00 a.m.-06.00 p.m.

After submitting his request of support, the customer will receive a call within 4 hours.

The customer is given priority over those customers who have not signed a support agreement. The latter will be put on the waiting list.

This option includes No.2 technical assistances on site at the customer’s premises. It is left to the discretion of the customer to either use the technical assistance for a planned maintenance servicing or for assistance in case of emergency at the customer’s premises (travel times, travel expenses, board and lodging are excluded).

Discount granted on spare parts: 10%.