This is why we stay in constant contact with our clients, providing technical and service support in any situation.
The key to efficient operation is proper usage, so we are always available to support clients with cutting technology optimization, maintenance, and servicing.
Most service requests are handled remotely through communication with the operator and client machines, which significantly enhances production uptime.
Constantly improved software and procedures allow us to resolve 90% of faults and breakdowns remotely, without requiring on-site visits from technicians.
With the help of the machine operator, we can diagnose and resolve the problem in an average of 1 hour and 15 minutes. This is all the time needed to respond, and the average downtime for the client’s machine.
Our own fleet of service vehicles and always ready field service team enable efficient troubleshooting directly at the client’s location – at the machine. The average response and repair time at the client’s site is 30 hours from the report. Technicians resolve the issue as quickly as possible to minimize machine downtime.
We maintain a warehouse of spare parts for machines and consumable parts for aggregates. As a result, most orders are shipped the same day. Our advisors provide all necessary information and are available via dedicated phone numbers and email addresses for placing orders. This ensures that STIGAL cutting machines can operate without unnecessary downtime.
Business growth often involves relocating the machine to a new facility or location. Our staff will handle this process quickly and efficiently, minimizing downtime to the absolute minimum. Our experience allows us to offer repair and maintenance services while maintaining STIGAL machine warranty standards and certifications. This minimizes repair time in case of a breakdown, which has a tangible impact on downtime and relocation costs.
Continuous staff development and turnover necessitate ongoing training and skill development. We conduct certified training to ensure that employees are ready to work and are familiar with the operation and structure of our plasma cutter. The knowledge we provide enables precise setting of cutting parameters, optimization of processing time, and safe operation of STIGAL plasma machines. Safety and skills reduce the risk of accidents and costly errors.
Access to a dedicated service support line, providing assistance to machine operators in all matters within 15 minutes.
An online remote diagnostics module that allows our technicians to remotely identify which device module has malfunctioned.
Quick resolution of most issues by the device operator without the need for an on-site visit. Remote repair with assistance from a qualified technician via video call (WhatsApp/Messenger) or specially prepared instructions with photos, descriptions, schematics, and 2D/3D models.
In case of a failure, a backup copy will be readily available. Additionally, during a remote connection, our technicians will check the functionality of the control application and update the parameter library.
A 10% discount on all service and spare parts (this discount does not apply to consumable parts).
Periodic inspection of the cutter, including checks of all drive, electrical, safety, gas, and plasma aggregate systems.
As part of the inspection service, technicians replace all machine parts defined in the device manual and any worn parts.
If our technicians detect a device module failure during a comprehensive technical inspection and are able to repair it during that visit, they will proceed with the repair. No additional charges will apply for the extra time spent on the repair.
Periodic inspection of additional equipment, e.g., filter fans.
“We are very impressed with the quality of STIGAL’s service. Our cooperation has been excellent from the very beginning, and all our issues are resolved very quickly. We wish every service provider operated like this.”
Tomasz Duniec
Kierownik produkcji SEACOM
