When On-Site Expertise is required
When a problem cannot be effectively addressed remotely via smart glasses, our service team moves to the next level: on-site technical intervention. Following the initial assessment, a specialized LinoSistem technician is assigned to the case with the necessary technical information, instructions and, where required, spare parts and materials to address the issue at the customer’s premises.
The engineer opens the ticket with the manufacturer, generating a unique ticket number that accurately documents the issue. The system ensures direct communication with the manufacturer for any software or hardware-related matters. Through the ticketing process, it can also restore the machine to its original factory settings, ensuring consistency, stability, and repeatability of print results.
Enhanced Support for Contract Customers
Customers covered by a LinoSistem Maintenance Contract receive priority for on-site intervention when remote diagnosis and intervention cannot restore the system to operation. Our technicians arrive prepared based on the findings of the initial remote assessment, helping to minimize intervention time and restore the system to productive operation as quickly as possible.
On Demand Service & Intervention
LinoSistem also provides on-demand technical intervention for customers who are not covered by a Maintenance Contract. Following the submission and assessment of the technical request, a specialized technician is scheduled to visit the customer’s premises at the earliest possible time, depending on location, availability and the nature of the issue.
From Diagnosis to Resolution
Every intervention follows a structured service process, from the initial Help Desk notification and technical assessment through to on-site diagnosis, repair and restoration of the system. Once the intervention is completed, the technician records the work performed and the outcome in a Service Report, ensuring that the incident and its resolution are documented.
