We provide 24/7 global support through our offices across our installed regions, including our headquarters in The Netherlands. If your machine isn’t performing as expected, you can reach the MPS Help Desk via phone or email.
Note: for urgent issues, please always call. We will be able to forward you to a support engineer on duty from Asia, Europe or America so you can get the very best support as quickly as possible.
Key details for fast support
To ensure quick and effective assistance, always provide the following details when contacting MPS: . Machine number (Hxxx): found on the type-plate at the unwinder
- Machine number (Hxxx): found on the type-plate at the unwinder
- RSC (Remote Service Computer): make sure it’s online
- Problem description: include details of the issue and how it occurred
- Troubleshooting steps: outline what actions you’ve already taken
- Photos and/or videos: share visuals to help diagnose the issue
- Warranty or SLA status: if neither applies, a purchase order is required to begin technical support
Complete information = faster solutions (case study)
A customer emailed the Help Desk about an urgent problem. Due to a significant time difference, the email wasn’t seen for 10 hours. Key details, such as the machine number and problem description, were missing. The Help Desk responded by requesting this information. Upon receiving it, the team checked the RSC and confirmed the machine was out of warranty. With no SLA in place, a purchase order was required, delaying the process by 24 hours. Once the RSC was online, the team identified a defective servo motor. However, the lack of a Red Box (critical spare parts kit) caused further delays. The replacement part was shipped urgently, but production only resumed after a week.
Your quick support checklist
- Submit complete information (see steps mentioned above)
- Check your RSC: ensure its online before reaching out
- Call for urgent issues: phone support guarantees faster responses
- No SLA? Have a purchase order number available to initiate support
- Plan ahead: invest in a Red Box or First Aid Kit (for EF-models) to reduce downtime in future emergencies.
Interested in First Aid Kit?
Interested in SLA?