Gravotech support and services

Gravotech Know How

Gravotech originates from Gravograph who created the first small Pantograph in 1938 and Technifor who invented permanent marking with Dot Peen technology in 1984 joining forces together with Vision Numeric, software publisher of 3D CAD-CAM software. BA

This merge gives us a unique know-how to put to your service.

Since then, we carried on innovating, with

Gravograph laser technology introduction in 1995,
Technifor scribing technology in 1999,
2D and font reading
Industry 4.0 tools with our international Group Support Centre (GSC) in 2017.

All these competencies are today at your service to provide a complete solution that fits best to your needs.

Our Global Network

Your satisfaction and the service continuity of your operations are our first priorities. We therefore focus the development of our service offer to secure and maximize your use of our solutions.

As your needs may differ, depending whether you are in manufacturing, leading the network of retail shops of a famous brand or an independent entrepreneur expert in your activity. We make every effort to adapt our service levels and benefits to your expectations

We have created international repair and technical hubs to gather all the technical skills and competencies together. This allows us to:

Secure quick repairs in compliance with our group quality standards
Offer hotline technical support with extended business hours
Ensure the availability of backup machines in case yours becomes unavailable.
Ship spare parts within Day+1 lead time.
Give you access to experts trained on your applications.

In addition, our 150 Gravotech technicians and those of our partner distributors are present in more than 50 countries to bring the necessary on-site support to the use of our solutions.

Audit & Expertise

Your applications are driving our technologies.

During the spec-in and qualification phase, whatever your project may be, we offer you our expertise on site with the visit of our technical sales and application engineers to recommend you with the best technology fit to your application and requirements.

We have established an application lab dedicated to marking and engraving samples to confirm results specific to your application. Our experts will test the various technologies available to us to recommend what fits to your needs (Laser, Mechanical engraving, Dot Peen, Scribing, …).

After commissioning, our technicians can audit your installation set-up and recommend the most appropriate maintenance for your equipment to maximize their lifecycle. After such audit, they will provide:

Preventive and curative maintenance recommendations.
A service offer fitting to your conditions of use of your equipment
Tips and tricks on the use and/or integrations of your equipment

Training and commissioning

We offer the solutions for the installation and commissioning of your equipment that fit to your set-up and expectations.

You want to be autonomous? We will provide you with our standard operating procedures and training videos available online on our support center.

You wish to have our technicians present alongside your teams? We come on site for a commissioning with our experts working hand in hand with you.

In a similar way, our training modules are available for the full range of our machines, softwares and accessories and are designed to fit to the level and profiles of the training participants, online, remotely or onsite and at our training facilities. Training is a fully integrated part of the commissioning of our solutions.

Technical Support

For each of your enquiry, we bring you a local support in your language in more than 50 countries where we have established presence directly and with our distribution partners.

Each of these local teams can in turn get support from a regional competence center close to our production locations and in direct link with our group international support based in France, in close connection to our R&D center.

This organization makes us efficient and reactive to your needs for assistance. With the expertise of our support, we can address 80% of your requests remotely, for a quick resolution that secures the service continuity of your operations.

You benefit from our information system dedicated to technical support that can be accessed by our network 24/7, where our technicians find all our equipment’s specifications and maintenance standard operating procedures, as well as order spare parts to be shipped everywhere in the world within one working day.

As we make and publish all the firmwares and softwares that drive our machines, we could develop a remote diagnostic tool called E-Diag. Built like the diagnostic tools of the automotive industry, the E-Diag tool allows our technicians to be quicker and more precise in the root cause investigation and the corrective actions required to adjust the settings of your solution.

Our service offer

Thanks to experience gathered with Gravograph and Technifor and our global presence in more than 50 countries with 150 Gravotech technicians and our distributor partners, we can offer you a wide range of services.

Developed to fit to your requirements precisely, we offer standard or customized services

Global service contract
Software service contract
Preventive or curative maintenance contract

These contracts may include the following:

Back-up machine to secure your operations continuity
Hotline support with extended hours and in your local language
Service level agreement for on-site interventions and resolution time.
Warranty extensions up to 5 years
Spare-part shipment within one working day
Consignment stock on spare parts
Additional training modules

It is easy to contact us to define with you the most suitable service contract that will fit closely to your needs.

Support Center

The right information at the right time.

Clients, integrators, distributors, anyone with a marking machine becomes a member of the group's Support Center.

A dedicated web portal is available 24 hours a day/7 days a week and it provides online access to practical information, including integration guides, command instructions, PLC programming examples, maintenance documentation, and expanded views of spare parts, etc.

The main functions of this privileged access are as follows:

Fast access to all the technician information and tools required for the installation and use of the products.

Fast and simple identification of part references, easy access to part information, baskets of items and related functions.

Engraving Dashboard

Always in search for innovation, Gravotech has naturally embraced the industrialization 4.0 transformation by developing along with the leaders of the Internet of Things its own communication platform to support the Expression of Things.

This new solution makes it possible to manage a machine fleet whether on a manufacturing line or within a retail network.

This brings benefit to all users

For a technical and maintenance profile, we can set up specific alerts for any parameter. This helps to schedule preventive maintenance operations and monitor the change of wear and spare parts to secure your operations continuity, moving toward predictive maintenance.
For marketing profiles, this provides a flow of data to follow-up the fleet activity and optimize throughput of the machine fleet to assess and justify return on investment. It also provides useful information of the machine use and features (most frequently used features or engraved items) and helps to finetune and improve the customer experience.
For the direct users of our solutions, they can monitor the daily activities of our solutions and finetune their capacity load according to specific events and seasons. They may set up personalized alerts as well.

All this on one and only dashboard automatically updated through the cloud.

Support

Commissioning

We offer the solutions for the installation and commissioning of your equipment that fit to your settings and expectations.

You want to be autonomous? We will provide you with our standard operating procedures with training videos available online on our support center.

You wish to have our technicians present alongside your teams? We visit on site for a commissioning with our experts working hand in hand with you.

Training

Our training modules are designed to optimize your use of our solutions in optimal conditions. They are available for the full range of our machines, softwares and accessories and are designed to fit to the level and profiles of the training participants, available online, remotely, or onsite and at our training facilities.

Training is a fully integrated part of the commissioning of our solutions.

Warranty

All our machines are warranted 24 months for the supply of spare parts and the cost of in house labor performed at GRAVOTECH's premises.

We offer warranty extensions and additional service benefits according to your needs.

Developed to fit to your requirements precisely, we also offer standard or customized service contracts

Global service contract
Software service contract
Preventive or curative maintenance contract

Our local technical sales representative is available to provide you with all the necessary information.

Technical Support

For each of your enquiry, we bring you a local support in your language in more than 50 countries, where we have established presence directly and with our distribution partners.

Each of these local teams can in turn get support from a regional competence center close to our production locations and in direct link with our group international support center based in France, in close connection to our R&D center.

This makes us efficient and reactive to your needs for assistance. With the expertise of our support, we can address 80% of your requests remotely, for a quick resolution that secures the service continuity of your operations.