KDT Online Technical Support

Online Technical Support is remote engineering assistance for diagnosing and resolving technical issues with machinery without an on-site specialist visit.

This service allows for rapid restoration of machine operation, reduces downtime, and helps determine the next service actions.

Available Support Formats:

  • Urgent online support in case of machinery shutdown
  • Scheduled online consultation and diagnostics
Stancomplect Team

Support Scenarios

Online support is used in the following typical situations:

If the problem can be analyzed without mechanical intervention, online support is the optimal first step.

  • Machine has stopped or is operating unstable
  • The control system displays errors or warnings
  • Software issues have occurred
  • Operator or technician need an assistance
  • Diagnostics are needed before ordering spare parts
  • Preparation for on-site service or modernization
Remote support

Remote Access Tool

Remote diagnostics and specific service tasks can be performed via an internet connection using TeamViewer or AnyDesk.

Download TeamViewer Download AnyDesk

Practical Benefits

Online support allows to resolve a significant portion of technical issues without stopping production.

Reduces mashine downtime

Fast diagnostics without waiting for an engineer to visit

Preparation of spare parts before the specialist arrives

Improves overall equipment operational efficiency

Frequently Asked Questions

Online support is used as the first stage of diagnostics for any malfunctions that do not require physical intervention. This includes control errors, unstable operation of units, and incorrect processing parameters. In most cases, it makes it possible to localize the problem before an engineer visit.
Remote support includes analysis of control system errors, log checking, correction of processing parameters, adjustment of working programs, and diagnostics of electrical and software components. It can also help identify unstable operation of units and prepare recommendations for troubleshooting.
A secure remote access connection is used, such as TeamViewer or similar solutions. The connection is established only with the client’s consent and within a secure session. Built-in diagnostic functions of the machinery may also be used.
Yes. The operator is required to perform actions on the machinery according to the engineer’s instructions and to confirm the current condition of the machine. This speeds up diagnostics and reduces the risk of errors.
Response time depends on the urgency level (SLA) and the current workload of the service department. Critical cases are handled as a priority. Standard requests are processed during working hours.
Yes, if the malfunction is related to settings, software, or operating parameters. In the case of mechanical damage or the need to replace components, an engineer visit is required.
It is necessary to provide the machine model, serial number, description of the problem, error code (if available), and the conditions under which the malfunction occurs. This helps reduce diagnostic time.
An on-site visit is required in cases of mechanical damage, unit failure, drive-related problems, and also when remote diagnostics do not allow the malfunction to be resolved.

Online Support Request Form

To receive online support, please fill out the request form. After submitting your request, a technical specialist will contact you to confirm the details and agree on the next steps.
By submitting this form, you agree to our privacy policy.