Technical support
Ongoing technical support for Pernoscal machines: operating questions, troubleshooting, spare-part requests and follow-up until the issue is closed.
A machine that is down, or running with a problem, needs a quick and clear answer. Technical support gives you direct access to engineers who know how your machine was designed and built.
Every request gets a ticket number. You receive updates by email, can reply to add information, photos or video, and can check the status of your request on the website without creating an account. Requests are prioritised by impact: a stopped machine comes before a planning question.
Support covers operating and setting questions, troubleshooting, identifying and ordering spare parts, and arranging a site visit when one is needed. Our working hours are Sunday to Thursday, 09:00 to 17:00 Cairo time.
How it works
- 01
Contact us
Open a support request on the website, or call or message us on WhatsApp. Tell us whether the machine is stopped, running with a problem, or you have a question.
- 02
Get a ticket number
You receive a confirmation with your ticket number and a link to follow its status.
- 03
Engineer response
An engineer reviews your request, asks for anything missing and proposes the next step.
- 04
Resolution
We solve the issue remotely, send parts or arrange a visit, and keep the ticket updated.
- 05
Close and follow up
We close the ticket once you confirm the machine is running as it should.
Questions
How do I request service for a machine that has stopped?
Open a service request on the website and choose “Machine stopped” as the impact, or call or message us on WhatsApp. Add photos, a short video and the serial number from the machine's nameplate if you can.
You receive a ticket number by email and a link to follow the request. Stopped machines are handled with the highest priority.
Request service
Tell us about the machine and the problem. Our service team will get back to you.