This is the interface with the end-user during the entire working life of the machine. This department provides prompt and effective technical assistance from the first installation, through commissioning and testing of the equipment.

A quick response to any emergency service call will be given within 24 hours and the service is carried out by qualified IMA engineers. A vast on-site service network is fully coordinated by the head office in Italy. Inspections at customer’s premises are carried out to check the actual performance of the machines.
Periodic maintenance schedules mutually agreed upon with the customer is a key issue of the Division’s after-sales servicing policy which keeps idle time to a minimum while obtaining higher machine efficiency and running costs reduction.

Full Service & Preventive Maintenance Contracts are available for all of our machines in order to give the Customer the following advantages:

-	Reduce machine down-time
-	Reduce Spare Parts cost
-	Improve equipment efficiency
-	Fixed and predefined costs of Spare Parts and Technical Assistance

A remote computer-aided assistance service is provided for the servicing of machine user interfaces and machine control logic.

In case of problems arising during setting up of the above software, remote assistance allows the following operations to be carried out directly out of IMA’s technical department:

-	Inspection of user interface software installed on the customer’s machine in order to identify any problems.
-	Check and modify current settings and restore correct operating conditions.
-	On-line software update to check/modify current settings so as to restore correct operating conditions.
-	Updating/upgrading of user interface and machine control logic software (subject to customer’s consent) to include new functions or released improvements.

This service is available for:

-	User interface
-	Machine control logic

This service provides the client with the whole software development package for the machine, allowing the availability of IMA’s technical resources throughout the entire working life of the machine.

IMA has a Tele-Assistance Service that enables our customers to link with us and obtain technical support both via modem and via tele video conference, by video-conferencing directly with the customer’s facility, where the machine is located, in case of machine breakdown or when operating instructions are needed.
This is carried out directly with the customer’s site at the machine location, in case of machine breakdown or when operating instructions are needed.
We guarantee fast response time for components and emergency call-outs; we provide immediate troubleshooting and assistance through integrated modem connection, video and internet conference.

The advantages of this service are:

-	Focused, real-time troubleshooting
-	Precise analysis for immediate action intervention
-	Minimized down-time
-	Immediate replacement of parts in the correct way
-	Short and effective intervention
-	Cost reduction