PRIMA SYSTEMS has assembled a strong team of efficient and qualified service and support technicians to keep your equipment on-line 24 hours a day, 7 days a week, year after year. This long-term commitment to after-sales support means you maximize your initial investment. Our service organization covers technical support and maintenance of all system components. Our staff is trained to service the machine, the laser and the CNC. This means one call for you to receive complete system support.
Our front line of support are the Field Service Technicians who are supported by a qualified staff of Product Support Specialists. This combined team brings 15 people with a wealth and depth of product knowledge equal to an average of 15 years experience per person. We provide a complete suite of efficient and cost-effective support services that includes system installations, after hours telephone support, next-day parts supply, preventive maintenance contracts and training. Our goal is to assist you in getting the best return on your equipment investment.
After Sales - Efficient, qualified and timely product support and service is one of our primary assets. The service team provides technical support and maintenance on all system components. Its staff is trained to service machine, laser and CNC. This means one call for the customer to receive complete system support. Highly trained and skilled technicians are ready to assist the customer wherever they are located to provide a complete suite of efficient and cost-effective support services. A nationwide service network assures quick response and maximum "up-time" for the customer. Technical support and parts hours are from 7:00 am until 6:00 pm eastern time. After hours emergency reporting is available by dialing +1 413 598 5275. A service technician will reply to your problem the next business day.
TELESERVICE is for remote diagnostic and assistance. It works through a simple Internet connection and it is applicable to all PRIMA SYSTEMS machines equipped with a PRIMA CNC that have Windows 2000 or NT Workstation.
The customer machine is linked through the Internet with the computers of PRIMA SYSTEMS Call Center. Here skilled service engineers are available to operate remotely and directly on the customer's CNC. This service reduces machine downtime. It often avoids interventions and enables PRIMA SYSTEMS technicians to acquire the information necessary to better plan the eventual intervention.
Operations Performed On-Line With TELESERVICE : 
>Monitoring of the laser generator parameters (e.g. power, cooling water flow, discharge current, cavity pressure) and detection of eventual errors or faults
>Reading of the machine error log
>Monitoring and setting of the drives parameters
>Monitoring of the PLC program and the machine functions through the I/O display
>Reading, modification and writing of part-programs on the CNC
>Upgrading of the CNC software version
>SW and HW diagnostic of the CNC functions
>Check of the process parameters during the part program execution (gas pressure, laser power, stand-off, etc.)
>Check, modification and updating of the machine calibrations
>File transfer
>Check and setting of a part replaced by the customer’s operator (allowing some operations even to less trained personnel)
>Communication through a chat window between service engineer and machine operator
Spare Parts Service - Delivery of consumables and spare parts for regular maintenance is accurate and fast (next-day parts supply according to urgency and destination). Complete coverage, fast service and quick delivery are provided through a centralized warehouse located in our factory in Chicopee, MA.
Maintenance Contracts - Maintenance contracts are a simple and practical solution to routine maintenance. Our expert technicians will regularly visit customers and perform all necessary inspections and preventive maintenance operations according to a fixed program. Machine reliability is further enhanced; maintenance costs and time are drastically reduced.
Equipment Manuals - Clear and complete product and technical literature has always been one of our main targets. In line with safety standards and directives, our technical documentation is not an option, but an integral part of the product. The attention dedicated to make our manuals useful, easy to read and understandable is of primary importance for the quality of the product. Extensive use of drawings and graphics, exploded views, brief, simple, user-oriented texts and the availability of the manuals in different languages are results of this philosophy. Multimedia systems that make the consultation of the manuals faster, easier and more pleasant have been successfully introduced and received by the users. Manuals are available in hardcopy or CD.
Training - The service training of customer's technicians is one of the most important steps for the effective operation to maintain maximum efficiency and productivity of the laser system in an industrial environment. With this concept in mind, PRIMA SYSTEMS has devoted relevant resources to Customer Training. The Field Service Technicians have the daily experience and depth of product knowledge to demonstrate and instruct customers on the maintenance and repair of the laser systems. Training courses are held in classrooms and directly on the machines. The instructors will lead and support the customer's technicians through the different steps of the training programs. Training classes and curriculum can be modified or expanded to meet the specific needs of each customer. Courses are held either at Chicopee, MA or on-site after installation. The latter solution gives the customer the opportunity of having its technicians trained while the machine is installed in their facility: the production start-up is virtually immediate.
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For further information on SERVICE find your system below and click on 2D or 3D
2D - PLATINO, DOMINO, SYNCRONO, MAXIMO, ZAPHIRO
3D - RAPIDO, OPTIMO