24 hours at your service: the Krones Support

The Lifecycle Service technical support team is the central point of contact at Krones for all questions relating to your lines and machines. Thanks to the Krones Service Line, you can contact our support specialists quickly round the clock.

You will receive support either directly by phone or via e-mail from our Remote Service team or our Argos Augmented Reality Support system.

At a glance

• Round-the-clock support: 24 hours a day, seven days a week
• LCS support can be booked individually or as part of an MSA Support Agreement
• Thanks to the GRS platform: fast, secure and documented communication with your machines and comprehensive functions for remote services and interactions
• Immediate help from Krones via the Argos Augmented Reality Support system

Benefits to you

• Guaranteed reaction time* of 60 minutes maximum
• Quicker reaction as customer data is already stored
• Elimination of the written individual request and dial-in fee for remote service as well as AR support calls.
• Automatic notification of individually defined contact after each support
• Cost savings through minimised service personnel deployments on site
• Audiovisual support during troubleshooting with Argos: Direct instruction from a Krones support specialist with augmented reality

* The time span is the period between when the customer provides the failure report and Krones' technical support provides assistance.

The GRS platform is an integrated state-of-the-art platform managed centrally by Krones. It forms the basis for the remote monitoring and service (remote service) of your Krones machines and lines that meets the highest safety standards.

• Protocols and encryption according to the state of the art
• Secure two-factor authentication for the technician's login on the platform
• Traceability: every connection gets recorded
• Legally compliant documentation of remote service accesses

Digitalization – but secure!

Support 24/7

In addition to the existing phone and remote support, Krones also offers the Argos Augmented Reality Support. This means that you can use socalled smart glasses, smartphones or tablets to receive immediate assistance from a Krones Support specialist on your machine – just as if the specialist were standing right beside you in your company.

At a glance

Live video and audio transmission

• Recording, editing and, upon agreement of the local user, saving of videos and images
• Multi-device capability ensures flexible use
• Sharing files during a call for clear instructions
• 3D annotations and OCR for visual instructions*.
• Additional support specialists can be included
• Ongoing development of additional functions

* The functions offered vary depending on the device and version