until service call-back
until arriving on site
Secure Document Processing
Service for card and passport machines
Monday – Thursday
7:00 am – 4:00 pm CET
Friday 7:00 am – 2:00 pm CET
On-site & telephone support
Every minute in which your installation stands still costs you time, money and nerves. In order to prevent failure rates and for fast help in the case of failure, our team made up of support staff, service engineers and software specialists is there for you. In the Customer Support Centre we record your inquiry and guarantee that your request will be dealt with as quickly as possible.
First Level Support
In the First Level Support, our service engineer switches via modem directly into your machine in order to solve problems quickly and cheaply.
Second Level Support
The Second Level Support takes over in the case of more complex problems and sees to possible software, printer or database problems.
Third Level Support
If necessary, a repair or problem elimination is carried out by our service engineers directly on site at so-called Third Level Support.
Updates, Upgrades, FCO’s
We are permanently reworking and developing further our software solutions and functions. The result: updates, upgrades and field change orders (FCOs) with which you shall increase the lifespan, the economy and efficiency of our systems in their use. As a customer you profit from our improvements and the steady achievement of the newest standards.
Which advantages do our updates, upgrades and FCOs offer you?
- They keep your system secure and in a stable way.
- They repair bug and program errors.
- They optimize workflows and job processing.
- They take care of PCI compliance.
- They extend functionality and broaden fields of application.
- They save costs: anticipating instead of retrofitting.
- They prolong the useful service life of your system.
- They reduce downtimes and maintenance costs.
Training & Consulting
Our comprehensive know-how in the field of the processing of security documents and cards makes possible a precise analysis of your existing business processes with regard to possible optimization of the process structures. Appertaining to that are, among other things, logistic processes, job configurations or usage of materials. It would please us to put together a concept for an efficient process structure for your individual application and to advise you regarding the current system which you have and also to discuss with you a proposed improved installation. In this case we bring in our high measure of experience and well-based market competence.
We pass on this knowledge also with pleasure. In the OK Training Centre your employees can be given instruction enabling them to operate your machines with optimal efficiency and thus to keep your productivity at the highest possible level.
There are two basic types of Kuennecke training:
The users are made familiar with the necessary knowledge by being trained either in the OK Training Centre, or by means of a special in-house training in your company.
Service technician training
In the OK Training Centre your technicians are trained to carry out simple maintenance too, and to repair the systems independently or to communicate with our Customer Support in a professional and informed manner in order to receive the necessary support which can make possible the real elimination of the fault. This measure is divided up in two parts – firstly a basic training later followed by an advanced training.
Do you have questions regarding our services? Our Service Team is at your service! Write us a message or simply call us. We look forward to your contact!
Otto Kuennecke GmbH