Services

Technical Services

With more than 1000 installations throughout Europe, we understand our customer’s production environment like no other company. We understand the potential operational risk and possible consequences of a problem in your production process. That’s why we focus on the quality and the accessibility of our technical services in Europe.

European Technical Online Support is available 24/7, 365 days per year for our customers with a Service Level Agreement. In case Onsite Technical Support is needed, we have strategically positioned our Field Engineers throughout the Benelux and DACH areas to be able to deploy them in the most efficient and quick way.

To reduce the operational risks of our customers, we can provide three types of Service Level Agreements to mitigate different levels of your operational risk. Starting with our Bronze SLA, followed by our Silver SLA and finally our Gold SLA.

JVM Europe provides four types of overseas contracts: Gold, Silver, Bronze, and No-Service.

Each contract provides varying levels of support and service options, allowing our customers to select the best fit for their operational requirements. Whether seeking comprehensive coverage or a more basic service arrangement, JVM Europe ensures tailored solutions to meet diverse client needs.

Gold service agreement

Response time: 4 to 6 Business Hours
Including spare parts
Including travel hours
Including working hours
Including 24/7 online technical support

Silver service agreement

Response time: 8 to 12 Business Hours
Excluding spare parts
Excluding travel hours
Excluding working hours
Including 24/7 online technical support

Bronze service agreement

No Response time
Excluding spare parts
Excluding travel hours
Excluding working hours
Including 24/7 online technical support

Technical Support
Benelux

+31 320 269 333
cs@myjvm.eu

Technical Support
DACH

+49 211 387 89176
cs@myjvm.eu

Technical Support
All Other Countries

+31 320 269 333
info@myjvm.eu

Every technical services engineer is certified to work on JVM products. This certification means that JVM Europe technical services engineers are the only engineers who are allowed to work on JVM machines. This ensures that any repairs are of the highest quality and in line with JVM quality standards.

Technical Support

If you have technical or operational questions, or need assistance of other related technical nature, support is provided by our Technical Support Department in French, German, Dutch and English. We can help you get more out of your software as well as resolving software or detecting hardware problems.

All calls are logged in our system and analyzed so that we can continuously improve our service to you. This also provides us with insight into potential developments for our machines, making sure that our future products are in line with your future needs and requirements. Customer Support is available from 08.00-17.30 CET and for our SLA relations with emergencies outside of office hours, weekends and legal holidays. If your problem cannot be resolved on the phone or remotely, technical onsite support is available during office hours.

TeamViewer Quick Support Download

Process Optimization

With more than 1000 installations, we have accrued an enormous amount of experience and expertise. Sharing this expertise with our customers is part of our service to you.

This may be in the form of training or through customized assistance for your specific organization by helping you set up procedures, analyze and optimize your operational processes or achieve more from the software. If you are considering changing over to a GMP environment, we can also help you achieve the required certifications. Should you have a specific requirement for which you need our advice, please contact us at info@myjvm.eu.

Training

We offer a range of training courses such as process training, user training, certification and software training from beginner to advanced level.

These courses are configured specifically for you and can help you where the need is the greatest. Please contact us at info@myjvm.eu to learn more about how we can help you with your training requirements.

Customer References

Whenever we need support, whether it’s for maintenance, software updates, or any other technical issues, JVM’s team is always readily available and responds promptly to assist us with any challenges we face. Their reliability gives us complete peace of mind and confidence in our systems.

IT Specialist Hospital