We will help you and will be happy to provide you with information about this service manager. In urgent cases, of course, outside of our normal office hours.
Use the possibilities of the fast HOTMAIL ...!
In the event of a malfunction on your machines and systems, we are available to you as a contact person free of charge. We will organize the fastest possible help for troubleshooting and, in consultation with you, plan any service calls that may be required.
TELESERVICE:
This diagnostic option has been specially developed to increase the after-sale service. It consistently reduces maintenance costs, response times, machine downtimes and the effort of technicians on site.
As a user, you only provide the following services:
- a fast internet connection
- a portable phone or VOIP to communicate with the service centre
This system offers our service centre the option of remote access to the machine's computer and thus control of the system.
In the event of a malfunction, you have the fastest option to contact the service centre, describe the task in detail and comprehensively, and activate access to the machine via the Internet. The service centre is now able to record the task and control the machine.
You benefit from the following advantages:
- Real-time diagnosis of machine malfunctions or CNC problems without the need for a technician on site.
- Reduction of maintenance and servicing costs.
- Fast detection of program errors in the sequence programs.
- Reduction of the effort in the case of required on-site service through precise diagnosis of the causes and their elimination (repairs, settings, spare parts, etc.)
Welcome to Giben's online support
Telephone support without/with remote access to the machine controller
Qualified telephone support can help you quickly and easily. In the case of a service request, please first communicate with our service centre by e-mail or telephone and provide the most detailed possible description of the problem. Images or short video sequences can help a lot.
If the problem can be resolved by telephone support with one of your local employees on the machine, prepare this telephone support by following the points listed below before contacting our service centre:
CHECK LIST TELEPHONE SUPPORT:
- Employees with knowledge of the machine
- Language German, English or Italian. If not, a translator should make the phone call and, if necessary, translate it between our support agent and the machine operator.
- Mobile phone (smartphone) with camera and installed messenger service with video call such as WhatsApp, Skype or Facebook
- Wireless headset suitable for telephony
- Fast and good Internet connection via WLAN or alternatively fast and good LTE or 5G connection
By communicating via a smartphone with a video-capable messenger service and wireless headset, it is not only possible to communicate with our technicians, but also to transmit live streams of the actions on the machine to the service centre, if required.
CHECK LIST REMOTE SUPPORT:
In addition, for remote access to the machine controller:
- Machine controller must be suitable for remote access: For example, PC with Windows operating system
- Installed remote control software such as Teamviewer or Anydesk. ATTENTION: Machine controls with operating system Windows XP or older is only possible with Anydesk
- Good and fast Internet connection via LAN, WLAN or mobile phone
Our service centre will clarify with you before the telephone support in which condition the machine should be at the time of telephone support.
If you have any doubts, please consult our service centre immediately.
Good luck. GIBEN SERVICE TEAM
DOWNLOAD CENTRE
Here we provide you with specific data for download.
After consultation, you will receive an e-mail from us with information on which download you should start. Click on the appropriate download. You will be asked for your username and password, which you have received from us.
After entering this data, the download will start automatically. Save the file to your computer.
The download is provided compressed as a ZIP archive in the form downloadX.zip, where X means the corresponding download number. After downloading, unzip this ZIP archive and the data will be available to you.
Downloadlink software for Remote-Desktop-connection >>>
(For to access the download, you'll receive a username and password from our servicecentre.)