Technical Service and Maintenance Request Form

    As Tanış A.Ş., we provide professional technical service and maintenance services to ensure your mill and grain processing systems operate continuously and efficiently. Our expert technical team is at your service 24/7 to maintain the performance of your equipment, quickly resolve breakdowns, and ensure regular maintenance.

    Service Request Form and Procedures

    How to Fill Out the Service Request Form?

    For your service request to be evaluated quickly and accurately, it is important to complete the following information:

    Equipment Information: Entering the correct model and serial number information is critical for our service team to make the necessary preparations.

    Problem Description: Describe the fault you are experiencing or the maintenance service you need in as much detail as possible.

    Photos/Videos: Adding photos or videos showing the problem allows our technicians to evaluate the situation in advance.

    Priority Level: Correctly indicating the urgency of the request will help in planning the intervention process:

    • Urgent: Faults that completely stop production
    • High: Problems that restrict production or affect quality
    • Normal: Planned maintenance and performance improvement requests
    • Low: Informational questions and future planning

    You can specify your preferred date and time range in the service form and note any work restrictions specific to your facility.

    Process After Service Request

    After receiving your service request, the process proceeds as follows:

    1. Request Confirmation: When your form is registered in the system, you will receive an automatic confirmation email and tracking number.

    2. Evaluation: Our technical team will review the request and assign a technician according to the priority status.

    3. Communication: Our service coordinator will contact you for preliminary evaluation results and appointment planning.

    4. Preparation: Our technicians will prepare the necessary equipment and spare parts.

    5. Service Visit: Our technician will visit your facility on the planned date and perform the intervention.

    6. Reporting: After the service is completed, a detailed service report will be prepared and submitted for your approval.

    7. Follow-up: In the post-service process, a follow-up call will be made to check the effectiveness of the solution.

    Service Categories and Request Types

    Troubleshooting and Emergency Service Requests

    We provide priority service support for urgent situations affecting production:

    • Critical Equipment Failures: Roll systems, sieves, transport equipment, etc.
    • Electrical/Electronic Failures: Control systems, motor drives, sensor problems
    • Mechanical Failures: Breakage, wear, jamming, vibration problems
    • Automation and Software Issues: PLC, SCADA, recipe management errors
    • Quality and Performance Issues: Adjustment and parameter problems affecting product quality

    For your emergency service requests, our teams are ready to intervene within 24 hours.

    Planned Maintenance and Periodic Service Requests

    Our regular maintenance services to extend the life of your equipment and maintain its performance:

    • Periodic Maintenance Services: Monthly, quarterly, semi-annual, or annual maintenance programs
    • Preventive Maintenance Controls: Checking critical points to prevent possible failures
    • Lubrication and Cleaning Operations: Regular maintenance operations to maintain equipment performance
    • Inspection and Replacement of Worn Parts: Roll surfaces, sieve cloths, belts, etc.
    • Calibration and Adjustment Services: Ensuring precise equipment operates correctly
    • Seasonal Maintenance: Preparation and optimization before intensive production periods

    Installation, Setup, and Commissioning Requests

    Our services for new equipment installation and improvement of existing systems:

    • New Equipment Installation: Professional installation to factory standards
    • System Expansion: Integration of new equipment into existing facilities
    • Equipment Relocation: Intra-facility layout changes and optimization
    • Commissioning and Testing: Operational tests and performance checks after installation
    • Operator Training: Training for proper use of newly installed equipment
    • Documentation: Preparation of installation and operating instructions

    Spare Parts and Consumables Requests

    For your original spare parts and consumables needs:

    • Original Spare Parts Supply: Original parts for all our equipment
    • Emergency Parts Needs: Fast procurement and shipping for critical parts
    • Consumables Orders: Consumption materials like sieve cloths, belts, filters, etc.
    • Critical Parts Stock Planning: Spare parts inventory recommendations specific to your operation
    • Alternative Parts Solutions: Compatible part options for older model equipment

    Our Technical Service Services and Scope

    24/7 Emergency Service and Remote Support

    Our continuous technical support and emergency intervention services:

    • Remote Diagnosis and Support: Remote connection and intervention to automation systems
    • Video-Assisted Technical Help: Real-time visual guidance and direction
    • Emergency Response Team: Service technicians on standby for critical failures
    • Fast Parts Shipping: Express spare parts delivery for emergency situations

    For your emergency service requests, on-site intervention service is generally provided within 4-24 hours, varying by your region.

    Warranty-Covered Service Services

    Special service support for your equipment within the warranty period:

    • Priority Service Support: Priority intervention for equipment under warranty
    • Free Parts Replacement: Free parts supply for failures under warranty conditions
    • Periodic Checks: Regular maintenance reminders to maintain warranty conditions
    • Warranty Extension Options: Possibilities to extend the standard warranty period
    • Online Warranty Tracking: Ability to check the warranty status of your equipment online

    When requesting service under warranty, it is important to specify the equipment purchase date and serial number.

    Service Agreements and Maintenance Packages

    Maintenance and service packages specific to your operation:

    • Preventive Maintenance Agreements: Preventing failures with regular maintenance programs
    • Comprehensive Service Contracts: Agreements covering all service and parts needs
    • Priority Customer Program: Accelerated response time and special discounts
    • Remote Monitoring Service: Continuous monitoring of your equipment performance
    • Training and Consultancy Packages: Operator training and optimization consultancy

    Frequently Asked Questions (FAQ)

    FAQ About Service Requests and Response Times

    What are the response times for normal and emergency service requests? For urgent requests: first response within 2 hours, on-site intervention within 24 hours; for normal requests: response within 24 hours, service planning within 2-5 business days.

    Which regions do your service technicians serve? We provide service to all provinces of Turkey. We reach even the most remote points with our regional service points and mobile service vehicles.

    Must an authorized person from our facility be present during the service visit? Yes, it is recommended that personnel who know the equipment and have authorization authority be present during service work.

    What documents and reports are delivered to us after service? After the service operation, a detailed technical service report, list of parts used, and explanation of performed operations will be presented to you.

    FAQ About Cost and Payment

    How are out-of-warranty service costs determined? Service pricing is calculated based on service time, travel costs, and spare parts used. Estimated cost information is provided before intervention.

    What are the cost advantages of making a service agreement? Our customers with service agreements gain 20% discount on service labor costs, 10% discount on spare parts, and priority intervention rights.

    What is your pricing policy for recurring problems? If service is required again within 30 days for the same failure, no labor fee is charged. For customers with service agreements, this period is extended to 90 days.

    You can submit your service request to us by filling out the form below. After your request is recorded, you will be given a special tracking number and it will be evaluated by our technical team as soon as possible.