01
Submit the equipment details
Machine identification, location, fault description and available error information.
Service
Technical support for wood processing machinery
Technical assistance for the machinery PROMACH supplies, with each request reviewed individually.
PROMACH coordinates technical assistance for the machinery and production solutions it supplies. Each request is reviewed according to the equipment, fault, operating conditions, project location and available manufacturer support.
Spare-parts identification and sourcing requests may also be reviewed for machinery not supplied by PROMACH, subject to machine identification, available documentation and supplier availability.
What the support covers
| Service | Description |
|---|---|
| Initial technical assessment | Review of the machine identification, reported fault, error information and operating context. |
| Remote diagnostics | Remote technical assessment where the machine configuration and support infrastructure allow it. |
| Manufacturer coordination | Technical escalation and coordination with the equipment manufacturer when specialist input is required. |
| Spare-parts support | Identification and sourcing based on the machine model, serial number and available documentation. |
| On-site intervention | On-site technical assistance subject to equipment type, location, technician availability and agreed conditions. |
How a service request is handled
02
Technical review
PROMACH reviews the request, available documentation and operating context.
03
Support route
Remote assessment, manufacturer assistance, spare parts or on-site intervention.
04
Proposed next action
The customer receives the support route, responsible technical party and applicable conditions.
Service availability and response times
Support availability, response times and on-site intervention conditions are confirmed according to the equipment, project location, warranty terms and service agreement.
Support arrangements
PROMACH coordinates after-sales technical support for the equipment it supplies. Support arrangements and response times, where applicable, are confirmed in the quotation, warranty terms or service agreement.
Request technical support
Send us the machine details and a clear description of the issue.
PROMACH will review the available information and identify the appropriate support route.