Troubleshooting
Moving from reactive assistance to trouble-free operations
IMA brings Artificial Intelligence into troubleshooting to help anticipate potential issues and increase machine and plant reliability over time.
AI provides an additional layer of protection for operational continuity, contributing to stable performance, greater equipment availability and a lower risk of unexpected downtime.
Technical assistance becomes more responsive, helping optimise intervention times while increasing the overall quality of support.
Enhanced support packages
Choose the level of technical support that best fits your needs
IMA offers different levels of technical assistance, combining expert Customer Care with digital technologies and Artificial Intelligence according to the level of service required.
A technical support service providing direct access to IMA Customer Care whenever assistance is required.
Services included
- Daily or 24/7 Service Desk
- Advanced ticketing
- Guaranteed response times
Machine connectivity
No machine connection required.
How Artificial Intelligence supports the service
AI assists Customer Care activities by leveraging available technical documentation, including:
- Manuals
- Alarm lists
- Electrical diagrams
- Other relevant technical documentation
Smart Customer Care extends the services available with Level 1, adding continuous machine monitoring and advanced data analysis capabilities.
Services included
In addition to all Level 1 services:
- IMA Sentinel: a platform that autonomously monitors machine conditions in real time, 24/7, collecting raw data and transforming it into meaningful and valuable information.
- IMA Intellecta™: solutions developed to continuously monitor the performance of IMA's machine fleet through user-defined rules.
Machine connection: required.
How Artificial Intelligence supports the service
At this level, AI supports anomaly detection and provides Customer Care with information for:
- Trend analysis
- Root cause analysis
- Periodic reporting
This enables technical support to move beyond individual events and use machine data to analyse operating conditions and potential anomalies.
Premium Customer Care combines all the capabilities provided by Levels 1 and 2 with additional Intellecta™ solutions for advanced troubleshooting, operator support and predictive diagnostics.
Services included
In addition to the services available with Levels 1 and 2:
- Intellecta™ – Troubleshooting
- Intellecta™ – Coach
- Intellecta™ – Predictive diagnostics, available as an option
Machine connection: required.
How Artificial Intelligence supports the service
At Premium Customer Care level, AI contributes to:
- OEE monitoring based on live data analysis and audits
- Proactive recommendations for optimising process and production parameters
- Improved technician reaction times to enable proactive on-site intervention
Why choose enhanced technical support?
By combining Artificial Intelligence with IMA's technical expertise within an integrated support model, troubleshooting can evolve from a reactive activity into a strategic contribution to operational performance.
This approach provides tangible advantages for both production operations and business performance:
- Faster response times
- Greater operational continuity
- More accurate identification of root causes
- Timely and effective solutions
- Improved delivery reliability and protection of revenue
Related services
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