Customer service

Service Hotline

We are characterized by professionalism, reliability, and effectiveness. We are there for you. 

Accessibility of hotline service:

Monday - Friday from 7:30 a.m. - 5:30 p.m.

Call-back service
Diagnosis, over 50% of faults are fixed by the hotline

+49 (0) 711 3191-600 

service@index-werke.de


Teleservice

Online diagnosis, troubleshooting and optimization

  • Online error diagnosis and assistance with problems in machine operation
  • Software update via remote access
  • Support with NC programming
  • Fast responsiveness
  • Increase in machine availability thanks to minimization of downtimes
  • Free of charge during the warranty period

Teleservice is available for the following controls:

  • Siemens
  • Mitsubishi

How it works

The Teleservice model is configured in the machine cabinet according to the customer's network configuration to establish the VPN tunnel to the INDEX network. 

The connection is established only by the person responsible for the machine (at the customer’s site) via a switch on the control cabinet of the machine and can be canceled at any time. 

No customer-specific software is required, and there is a standardized dial-in procedure for our hotline, establishing a safe data stream between the machine and hotline that can not be tampered with. 

Your possibilities 

  • Transparent inspection and parallel remote control of the operating field functions by the INDEX service center.
  • Access to machine data
  • Bi-directional transfer of data and program data
  • Assessment of machine status including the connected periphery
  • Access to error protocols of the diagnosis memory
  • Access is password-protected and is only done when required and with the customer’s agreement

Maintenance

Secure your productivity – periodic maintenance

Even after the purchase of your machine, it is still our goal to ensure that it operates perfectly. Based on our years of experience, we recommend that you perform preventive maintenance. Through regular maintenance carried out by our qualified staff, you avoid time-consuming machine failures.  

Your benefits of maintenance done directly by the lathe manufacturer:

  • Minimization of machine failures/downtimes
  • Exclusive use of genuine spare parts of the lathe manufacturer
  • Early recognition of stoppages caused by wear
  • Avoidance of follow-on damage
  • Assured production conditions
  • Full cost control thanks to attractive package prices
  • Extended lifetime of the machine
  • Higher resale value

 

In addition, we offer fully equipped maintenance packages matched to your INDEX or TRAUB turning machine.