24/7 Support: +31 497 332444
Our experts are here for you.
Our 24/7 Support is always available at +31 497 332444 to solve hardware or software problems. We strive to avoid production downtime, but if it does happen, we will do everything we can to get your plant back up and running quickly. Our experts offer phone support and online diagnostics and assist you with expert advice.
Within office hours 08:00 - 17:00 (CET/CEST)
When you call our 24/7 Support during business hours, you will hear the following message:
“Welcome to the KSE 24/7 support, We'll put you through.”
You will be immediately connected to a support representative.
Urgent outside office hours
When you call outside business hours, you will hear the following message:
“Welcome to the KSE 24/7 support”.
“If you have an urgent malfunction that needs immediate attention, press 1”
When selecting 1: urgent support
1. You will be connected to our service tool and asked the following question:
“Please type in the phone number where you can be reached after the beep, starting with your country code and followed by the hash key. After the beep, please type in your phone number where you can be reached including your country code and followed by the hash key.”
e.g.: +31 612345789 #
2. Next you will be asked:
“Please leave your name and company, its location and the problem you're having after the tone.''
State the requested information.
3. The connection will then be terminated and our service tool will automatically connect you with a support representative.
Callback procedure
In most cases, someone will call you back within 15 minutes.
However, it is possible that:
- The support representative is attending to another issue.
- Additional preparation time is required, particularly during nighttime hours when the support representative needs to be notified and prepared.
We strive to call you back within 1 hour.
Not Urgent: outside office hours
When you call outside business hours, you will hear the following message:
“Welcome to the KSE 24/7 support”
“If you want to leave a message that will receive our attention later, press 2”
When selecting 2: Support next business day
1. You will receive the following message:
“Please leave the name of your company, its location and the problem you're experiencing after the tone. We will get back to you during our business hours”.
2. Your message will be saved and handled by the 24/7 support the following business day.
Callback procedure
Depending on the urgency, you will be called back before noon on the next business day.