Technical Support
Fast diagnosis. Minimal downtime.
When a machine stops, every hour of downtime has a direct cost. Our technical support service is built around one priority: getting your production line back up as quickly as possible.
We provide remote fault diagnosis by phone and video, on-site engineer visits for issues that can't be resolved remotely, and a structured support ticket system so every issue is tracked from report to resolution.
Support is available to all customers — whether you purchased equipment from us or not. If we can help, we will.
On-site fault diagnosis and repair by our technical team
Support capabilities
Remote Diagnosis
Phone and video-based fault diagnosis — our engineers guide your operators through troubleshooting steps to resolve issues without a site visit.
Rapid Response
Priority response for production-critical breakdowns — on-site engineer dispatch within 24 hours for customers in Nairobi and surrounding areas.
On-Site Repairs
Mechanical and electrical repairs carried out at your facility — with common spare parts carried by our engineers to minimise return visits.
Ticket Tracking
Every support request is logged and tracked — you receive updates at each stage from report through to resolution and sign-off.
Spare Parts
Common wear parts and consumables stocked in Nairobi — reducing lead times and keeping your machines running between scheduled maintenance visits.
Operator Retraining
Where recurring issues are caused by operator error, we provide targeted retraining to prevent repeat faults and reduce support call frequency.
How support works
Report the Issue
Call, WhatsApp, or submit a support request online — describe the fault and we'll respond immediately.
Remote Diagnosis
Our engineer attempts to diagnose and resolve the issue remotely — most faults are resolved at this stage.
On-Site Visit
If remote resolution isn't possible, an engineer is dispatched to your facility with the necessary tools and parts.
Resolution & Report
Issue resolved, root cause documented, and recommendations made to prevent recurrence — ticket closed with your sign-off.
Machine down? We're ready.
Call us directly or send a WhatsApp message — our engineers respond within the hour.