Frequently Asked Question

We provide two standard remote support methods to our customers:   

• LogMeIn
• Kannegiesser RAU (Remote Access Unit)

Use of these methods is encouraged and included in our standard service.

Other approved methods are listed below.  You are required to have an active Pro Support membership for us to use these methods.

• TeamViewer
• VendorNet
• Cisco AnyConnect 
• SecureLink
• Join.me
• Citrix

Dated: 1/1/24

Click Here for a full description of the Parts and Service Team: https://kannegiesser.1kcloud.com/ep16515354ef05a4/#1

The emergency on-call service is active from 5p-8a CST/CDT on weeknights, as well as all day Saturday, Sunday and Holidays.  

• Generally the response time will be within 30 minutes.
• • If the tech is on another call, it may take longer depending on the situation.
  • Please leave a voicemail with name, phone number, location and serial number of equipment if applicable.
  • If you don't get a call within 30 minutes please call again.
• Please remember while our on-call technicians are available for emergencies, they are not sitting in an office waiting for your call.  It may take up to 30 minutes to receive a call back.

• There are 2 techs on-call at all times - 1 equipment tech and 1 eVue/eRail tech.  
• • If they are on another call, your response may be delayed.
• Our Level 2 technicians include our technical support, field service, and installation technicians.  
• Level 3 programmers are not on-call.  
• Emergency part shipments can be arranged on Saturdays for a fee.  General parts shipments will need to wait for the next business day. 
• The technicians will provide support for emergency situations only.  
• Only English support is available afterhours.
• We reserve the right to deem an issue a non-emergency and request you call again during business hours.  See below for what is considered an emergency or not.
• Our techs will NOT help you jump out safety mechanisms to get a piece of equipment running.

• Troubleshoot the issue to the best of your knowledge.
• Reference the equipment manual for further knowledge.
• Escalate the issue within your own organization before reaching out.
• Gather Serial Numbers of equipment before calling.

• Only individuals qualified to handle technical issues should contact the emergency on-call service.  
• The person contacting emergency service needs to be onsite at the facility when they call.
• Inexperienced users or those without the necessary expertise may inadvertently make the situation worse or delay resolution
• Our techs will not teach new skills over the phone that could result in the end user getting injured.. i.e. how to use an multimeter.

• A critical piece of equipment is down and you have no alternative machines to utilize.
• Your eVue system is non-operational.
• Your Transline system is non-operational.

• A machine is down, but several backups are available for use.  i.e. 1 dryer out of 8 is down.
• A single display out of several is not operational.
• General Parts Orders or tracking info.
• Creation or editing of production data.

We reserve the right to cancel your membership if you:

• Misuse/Abuse the Afterhours hotline with non-emergencies.
• Unauthorized sharing of content on this website with non-members

Please reach out to your Customer Success Representative (CSR) for a quote.  

An RMA# is needed every time you return something to the factory.  If the part doesn't have an RMA when received, it's unlikely a credit/warranty will be processed.

Please contact our parts department for an RMA #.  An RMA form will be emailed to you.  Parts department can be reached at 612-722-1366 (follow prompts).