Individually tailored service packages with Modular Service Agreement Support
Krones Lifecycle Service Modular Service Agreements (MSA) combine the most important service modules into a practical service package for you and thus form the basis for fast, uncomplicated and competent assistance for your systems. Additional benefits to you: You can individually customise your MSA and add further modules. You receive precisely the services you require.
With MSA Support, you can bundle* all services from Krones Support, our technical customer service, as needed, for example:
- Round-the-clock support via phone, e-mail or through our Augmented Reality Support Argos
- Remote Service: Efficient remote fault analysis and troubleshooting – fast and secure
- Access to the customer service portal in Krones.world, including a personalised Dashboard and the ability to open and manage service case
- Prioritised processing for MSA customers according to the booked edition (Essential/Advanced)
The MSA Support editions compared
MSA Support – Customer Service Portal – Krones.world
Everything at a glance: your individual overview in the Krones.world Customer Service field provides transparency
- Dashboard and reports concerning your current support cases
- Overview and details about your support contracts
- Historical overview of all technical support requests
- Detailed information about support activities
- Documentation of support cases
- Cooperation with Krones Support via the customer portal within support cases
- Creation of new support requests
VPN lifecycle module
Secure and reliable remote connection
To ensure that you can always benefit from the advantages of remote support, the VPN lifecycle module provides long‑term stability for your Krones remote connection (available only for Cisco Flex VPN, the Krones standard remote connectivity solution) – with continuous monitoring of the VPN connection and automatic updates.
Your advantages at a glance:
- Connectivity monitoring:
- Fast fault detection: Immediate notifications in the event of a VPN connection interruption, enabling rapid troubleshooting
- High availability: Continuous monitoring of the VPN connection ensures stable and reliable remote access
- Security updates:
- Automatic updates: VPN router software is updated automatically to guarantee security and performance
Operation
- The functional status of the VPN router is continuously monitored.
- If there is a policy violation, a Krones service case is automatically generated and the customer notified by e-mail.
- Problems are resolved by network specialists through the Krones Support process.
- Troubleshooting is covered by the number of hours agreed upon in the support contract.
Your benefits at a glance
Attractive service packages – individually geared to your need
With the new MSA Support service concept, you benefit from a fair offer that is tailored to your needs. You can choose between editions with or without an annual fee, along with additional optional service modules. Costs are fully transparent and 100-percent based on how many Krones machines you have – eliminating expensive individual support requests.
Remote service – fast, safe, economical
Remote service is available exclusively for customers with MSA Support: Our specialists assist you via remote access with fault diagnostics and troubleshooting. This is not only faster than an on‑site visit, but also more cost‑effective. We guarantee the highest IT security standards through the centrally managed Krones GRS platform.
Prioritised processing – faster assistance if an emergency arises
With MSA Support, you benefit from prioritised handling compared to non‑contract customers, based on your selected MSA Support Edition. And because your customer data is already stored with us, we can respond to your request even faster — for example, with response times under 60 minutes for phone requests.
Customer Service Portal – simply informed
Dashboards, reports and status updates: your individual overview in the Krones.world Customer Service area provides transparency. Within this portal, you can track all activities related to your support cases, submit new requests, and communicate directly with Krones Support as part of your MSA Support.