If production has stopped, treat it as an emergency. Our line is staffed 24/7/365.

Call first

1-888-407-5448. A phone call reaches an engineer faster than any form. If you also submit the form afterwards, we will have the technical detail in front of us when we call you back.

What counts as an emergency

Choose Machine is down when production has actually stopped — a line halted, a cell faulted out, a control system that will not start. Requests marked this way are raised to urgent priority automatically and routed to our field service team.

If the machine is still running but not correctly, choose Support or service and set the production impact to Running but degraded or Intermittent fault. Doing so keeps a genuine line-down call from queueing behind requests that can wait, which protects you the next time you are the one who is down.

Before you call, if it is safe to do so

• Note the exact alarm or fault text shown on the HMI, and any fault code on the drive display
• Note what changed recently — a part swap, a program download, a power event, a network change
• Check whether anyone else is already working on the machine

None of this is a prerequisite to calling. If you are down, call us and we will work it out together.

Safety comes first

Do not defeat guarding, bypass safety devices or work inside an energised panel to gather information for us. Follow your site's lockout/tagout procedure. Nothing in a support request is worth an injury.