Service
If you have chosen a KOCH machine, then it should also do what it is intended for: increasing your productivity sustainably.
In order to avoid downtimes and keep the machine operational at all times, we offer you a wide range of services – in addition to the one-year warranty on all original KOCH parts: from remote maintenance via tele-service to spare parts procurement, on-site product training, modernizations and repairs, and even used machine service.
Fast, flexible – and always according to the high quality standards of KOCH.
Service contracts
Expert service and more competence for your KOCH machine
With our base.line, pro.line and select.line service packages, you get the right support for your machine and are thus able to meet every challenge perfectly prepared. Choose the service package that best suits you: from basic service to all-round supply.
Your benefits – Our service
Compare our offers and choose the best service package for your machine.
Whether basic performance or all-round supply, with us you always get the highest possible quality at fair conditions.
- 3 contracts tailored to your individual requirements
- No hidden costs. You only pay for actually booked services
- 1 year term, then monthly cancellable
The right service for every need
Basic services at an attractive package price
- Free support from our HelpDesk
- Support via Premium Remote limited to 5 sessions, with no limitation on session duration
- Secure file transfer via Premium Remote
- Expert assistance in selecting and ordering spare parts
Additional options
- Additional Premium Remote packages can be purchased separately
The pro.line package contains all of the services included in the base.line package,
PLUS added extras. In addition to assistance via our HelpDesk, this package also contains an on-site consultation during the maintenance check without any hidden fees.
We only charge for the actual maintenance services.
- Access to the pro.line portal with the following content:
- Up-to-date operating manual
- Up-to-date wiring diagrams
- Latest offers
- Declaration of conformity
- Access to service videos to assist your own maintenance crew
- Direct download and upload to the portal
- Free annual backup (via Premium Remote), carried out by the KOCH service team
- Annual inspection of your machine on the basis of our maintenance checklist including on-site consultation
- Spare parts offer based on the maintenance checklist
- 5% discount off the cost of personnel fees, credited directly to your service account
With select.line, your machine will enjoy a comprehensive, full-service package.
In addition to what is included in the base.line and pro.line packages, we also offer you customized services.
This high level of convenience does not come at a high cost, however – we only charge you for the services you actually book.
- Access to the select.line portal with the following content:
- Up-to-date operating manual
- Up-to-date wiring diagrams
- Latest offers
- Declaration of conformity
- Access to service videos to assist your own maintenance crew
- Direct download and upload to the portal site
- Access to the KOCH Wiki
- Easy identification of spare parts using existing 3D drawings of the assemblies which include wear parts
Additional Options
- Spare part discounts on a sliding scale based on annual spend, if all machines are covered by a service agreement
- Direct request of spare parts from the service portal
- Contractually stipulated response time in the event of machine failure
- Review of the machine’s basic settings during the annual inspection
- Manufacture of parts produced in-house for an additional express surcharge
- Warranty extension
- Maintenance manager
WHEN YOUR SERVICE AGREEMENT EXPIRES
When your service agreement expires after the initial term of 12 months, you have three different options. You can extend your existing agreement, select a different service package, or allow the agreement to expire completely and book our services without a contract as the need arises.
1 ] Extending an existing agreement
If you are happy with your service agreement and want to extend it, you don’t need to do anything. We will automatically extend the agreement for an additional year.
2 ] Switching to a different service package
If you would like to test a different service package, please cancel your existing agreement in writing before the end of the 11th month of service and sign up for a new service agreement which includes the services you desire.
3 ] Ending the service agreement
If you no longer want to take advantage of our service packages, simply cancel your existing agreement in writing before the end of the 11th month of service. After the initial term of one year, you can also cancel your agreement on a month-to-month basis.
Premium Maintenance Check
Ensure the availability of your machines. Save downtime costs and invest in the quality and service life of your machine.
Timely and regular maintenance prevents damage and repairs – we have the experience to create individual offers exactly according to the appropriate cycles and/or operating hours.
Our experienced service technicians come to you and put your KOCH machines through their paces on the back of a comprehensive maintenance list.
After the review, you will receive a detailed maintenance offer, including all the necessary work and spare parts to make your machines fit for the future.
Retrofit
Upgrade your machine to the latest state of technology with our retrofit service
To be successful in today’s market, you constantly adapt your products to current trends. Newly developed goods require state-of-the-art manufacturing techniques. But can you implement them with your existing equipment? Take the cost-effective approach and upgrade your old machines so that they are always able to meet the latest requirements. In this context, KOCH retrofit is the perfect option to make efficient use of your investment
Your benefits at a glance:
- Flexible adaption to your product range through the use of the latest processing technologies
- Upgrade your control and drive systems
- Security for your equipment investments by ensuring that spare parts will continue to be available, even in the future
- Upgrade processing power units
- Software updates
- Save time and money thanks to improved technologies and enhanced energy efficiency
Contact
Our service team will be happy to assist you any time:
phone: +49 (0)5202 – 990 200
Mo – Fr 07:00 – 19:00 h
Sa 08:00 – 12:00 h
Or contact us by E-Mail: service[at]kochma.de