TECHNICAL SUPPORT & HOTLINE
Technical support for machinery and robotics.
Assess the fault and agree the next step. Our technical team assists with remote diagnostics and coordinates the appropriate action with you.
WHAT YOU RECEIVE
Assess faults and coordinate corrective action.
We record the fault, identify who is responsible and document the agreed actions.
01
AVAILABILITY
One central contact
Your enquiry reaches our technical team directly and is recorded together with the system, fault pattern and urgency.
02
DIAGNOSTICS
Targeted remote diagnostics
We review programs, messages and safe states to narrow down the cause and appropriate action quickly.
03
IMPLEMENTATION
Documented resolution
Changes and recommendations are documented clearly, keeping the technical knowledge available for future service work.
HOW WE WORK
Fault diagnosis and next actions.
Remote assistance is possible throughout Germany when sufficient data and agreed remote access are available. On-site service is regional. Before the order, we agree diagnostic scope and effort; additional changes, materials and travel are agreed separately.
01
Qualify the support request
The system, fault pattern, time of occurrence, safety status and production impact are assessed together.
02
Analyse remotely
Where technically possible, we review logic, programs, messages and changes via remote access.
03
Coordinate the action
You receive a clear recommendation: remote resolution, on-site service, spare part or planned modification.
TECHNICAL SUPPORT QUESTIONS
Assess the fault. Agree the appropriate action.
During a machine shutdown, a clear fault description and appropriate technical assistance matter. We record the system, production impact and available information to agree a focused diagnostic scope and next step.
- We record system, fault, time, production impact, program version, current safety status and actions already taken.
- Logs, signal states, changes and reproducible interruptions help narrow down potential causes.
- We agree diagnostic scope and responsibilities, then assess remote assistance, on-site checks, spare parts or a modification project.
- Remote assistance is available throughout Germany when the system, data and agreed remote access are suitable.
- Mechanical damage, measurements or component work may require an on-site inspection.
- On-site service is regional; location, scope and availability are agreed. Diagnosis establishes whether remote resolution is possible.
- Provide manufacturer, system type, location and the affected controller or robot.
- Send exact messages, time, frequency, images or screenshots and the last working sequence.
- Add preceding changes, actions taken, production impact, backups, diagrams and program versions.
- A reachable contact and agreed remote access help with questions and checks.
- We assess the technology and requested assistance; usable documentation, accessible programs, suitable tools and clear system responsibility are decisive.
- Available support and any necessary system assessment are clarified before the order.
- Ongoing CARE support starts with defined system scope, access, contacts and service boundaries.
- Service hours, priority and response times depend on the agreed order or booked NIKLAS CARE package.
- CARE response means starting qualified handling; restoration depends on the fault, work required, spare parts and system access.
- Urgency, production impact, shifts and system criticality inform service hours and escalation routes.
- Fault details, available information and access define diagnostics; the next action is agreed after investigation.
- Cost depends on service scope and effort; travel, materials, third-party systems and additional modifications may be charged separately.
- With CARE, we check included services; recommendations and completed changes are documented.
DISCUSS YOUR PROJECT WITH US
Contact technical support directly.
Send system type, location, fault message, time, production impact, program version and actions already taken. Photos or videos help the assessment. We agree the diagnostic scope, access and next step with you.