Services & Support/

Customer Support

Keep the availability of your machines at a constant high: With remote services, you benefit from different functions that can be controlled remotely and can therefore be maintained without having someone be on site. Whether this means tackling technical faults or guiding you through a problem – our service experts from all over the world are there for you.

SafanDarley helpdesk

Parts

Questions about service parts can be sent to us.parts@safandarley.com

The scope of services at a glance

Remote diagnostics of malfunction causes and the identification of optimization potential

Remote malfunction elimination and increase in efficiency for your machine or laser system

Development of detailed error descriptions and long-term analyses

Software and firmware updates for your machine performance and IT security

Interface analyses and security-relevant function checks

Specific and individual instructions during problems and after malfunctions

Ask a service
question to
SafanDarley

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Field Service

Highly qualified service experts

SafanDarley service engineers across the globe complete standardized further training.

Rapid support

Rapid diagnostics and reaction times as a result of our global standardized communication system

There is no "impossible"

With our global escalation management system, we resolve tricky cases for you in next to no time.

More than

65%

service cases resolved without
an on-site service mission

More than

90

service Engineers
covering North America

Remote Support

Quick and efficient help

Remote access, fault diagnosis, and troubleshooting via remote access to your system.

Online error correction

Following remote diagnostics, an on-site service call is often not required.

Most recent security standards

The convenient connection is secured according to the most up-to-date security standards.

First-rate support

Highly trained and experienced technical specialists are here for you.

The principle of remote support
Start

You initiate the connection generation from your user interface with one click.

Secure connection

With integrated machine hardware and a firewall in your company network, your connection is made secure.

Virtual PC

A virtual PC is generated especially for this session, and the secure communication is made through it.

Access

You give the SafanDarley specialists permission to access the user interface of the machine.

Full transparency

At your user interface, you can follow along with every step during the diagnostics and problem solving.

Complete deletion

The virtual PC generated for this particular session is deleted when it is over, after the problem has been solved.

Parts

97% of all parts requests delivered promptly from our USA warehouse

While our machines are known for their high-quality standards and reliability, we still have occasions where we need to respond quickly with parts and service. The SafanDarley North America office manages a large inventory that allows us to respond quickly for our customers should a failure occur. We are proud that we have been able to provide prompt parts deliveries from our inventory in Waukesha, Wisconsin for 97% of the requests for the past 3 years.

Contact out Parts Team

Questions about service parts can be sent to us.parts@safandarley.com

Regular inspection and preventive maintenance

SafanDarley offers various options for regular inspection and preventive maintenance. The SafanDarley Service Plan ensures optimum operating reliability through, among other things, annual inspection of machines, recalibration to the original specifications and preventive maintenance: the smartest and cheapest way of preventing unplanned downtime. 

Contact

SafanDarley North America LLC
N7 W23750 Bluemound Road Suite 200
Waukesha, WI 53188
USA

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