Maintenance service
Maquinaria Viñas Maintenance Service
Starting from September 2024, Maquinaria Vinas is introducing a new way to provide technical assistance and maintenance services. This involves an annual contract that commits us to providing service from 07:00 to 17:00 Monday to Friday (for critical software or hardware issues) and from 07:00 to 14:00 for any other inquiries related to recipes, machine adjustments, parameter settings, or mechanical or electronic questions.
We will use your maintenance fee for:
- Creating your unique user portal and transferring all your production line documentation to this new, faster, and more efficient system.
- Maintaining and training the technicians who will assist you whenever you have a problem or question.
- Ensuring we have sufficient resources to monitor the components of your machine, avoiding any risk of machine downtime due to obsolete or discontinued components.
- Performing an annual backup that will keep all your information safe (including all your recipes, hardware, and software parameters) in case they are lost or deleted for any reason.
- Allowing you to access all your documentation related to us, including invoices, quotes, orders, consumed assistance hours, and project data… through your portal.
Paying the annual maintenance fee includes 5 hours of free assistance in software (mainly urgencies that require remote connection to locate and solve the eventuality without delay). Assistance regarding recipes, machine adjustments, or questions related to the mechanical or electronic aspects of your lines are limitless and included. If the 5 hours are used up within a year, additional assistance hours will be provided in packs of 10 hours. Outside of our working hours, we cannot guarantee assistance, although we will do our best to help in case of an emergency. If you want 24-hour coverage, we have special contracts available.
Customers with a maintenance contract will receive an invitation to access their portal and create their password. They will have access to a private phone number, which can only be used by customers with an active maintenance service.
*Without the maintenance contract we will not provide remote assistance, any eventuality should be resolved with a visit of our technicians on site.
*The maintenance plan is a recurring service with a minimum commitment of one year. Five hours of support are billed each year while the maintenance is active; unused hours accumulate and do not expire.
Customers without a maintenance contract can call +34 615 09 03 13 or send an email to mnt@mvinas.com.
If you have any questions, send us a WhatsApp at +34 615 09 03 13 or fill out the contact form here