Professional, direct and fast support

Once a system is fully operational, it is essential that you can rely on a fast and continuous support to maximize your uptime. Our service is based on two pillars: extensive remote support and on-site visits.

When customers call us, their first contact person is one of our dispatchers in Customer Operations. They register the question or problem into a computerized call tracking system and will give the customer a unique log number. This unique number allows us to track all activities that are performed with respect to this problem, until it is solved.

Once the request is registered, it is forwarded to our first line technical support people in the Competence Centers. In these centers, our engineers focus on analyzing and solving problems by phone and/or by using remote control tools which allows a better and faster diagnosis of the issue. An expert is assigned to the call and will maintain contact with the customer until the problem is solved.

When a problem cannot be solved remotely, we send one of our field service engineers to visit you on-site. Thanks to our extensive remote support, we can sufficiently prepare the field service engineer before the visit - saving time and money.

EskoArtwork's local support teams and our network of fully supported field service engineers from certified distributors ensure that customers can rely on fast on-site service, wherever they are located.