Troubleshooting​

Fast, expert Intervention to minimise downtime.

When a fault occurs on the line, every minute lost affects production targets and margins. IMA’s troubleshooting support ensures rapid diagnosis and resolution – keeping your operations running smoothly and safely.

Comprehensive remote & on-site technical coverage

Through our Customer Care service, IMA offers 24/7 remote technical support with immediate phone-based investigation, remote access capabilities, and prioritised escalation. When required, a specialist is assigned to your case for dedicated intervention – alerting, coordination, and support continue until resolution – across all time zones.

For field resolution, our Remote Assistance tools enable interactive guidance via live video and augmented reality. Operators receive real-time instruction from IMA experts as they work on the machine, using solutions like AR-enabled tablets, Quick-Kit wearable cameras, or specific Augmented Reality solutions. This ensures technical issues are addressed fast and accurately, even without travel.

How it works – fast, structured response

Call our 24/7 hotline to initiate troubleshooting. A technician provides first-level analysis and guides basic corrective steps over the phone.

Value you gain

  1. Near-instant response:

    First contact, diagnosis and action within an hour of your call.

  2. Minimised downtime:

    Accurate remote fixes mean fewer service visits and faster recovery.

  3. Greater visibility:

    Real-time status updates and secure case reports improve transparency.

  4. Smart troubleshooting:

    Live visuals and AR enhance support precision.

Preventing problems before they occur

Troubleshooting is essential, but prevention is even better. IMA offers advanced digital tools and services to monitor, predict, and optimise machine performance:

IMA Sentinel

A real-time monitoring system that tracks critical parameters, detects anomalies, and alerts operators before issues escalate. Sentinel enables predictive maintenance strategies, reducing unplanned downtime and improving OEE.

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IMA Intellecta

A powerful analytics platform that leverages machine data to identify trends, optimise processes, and recommend corrective actions. Intellecta transforms raw data into actionable insights for smarter decision-making.

IMA Control Room

A centralised hub for remote supervision of multiple lines and plants. The Control Room provides live dashboards, alarm management, and performance KPIs, ensuring global visibility and rapid response to emerging issues.

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These solutions create a connected ecosystem that combines real-time monitoring, predictive analytics, and remote support for maximum operational reliability.

Part of the digital support ecosystem

This integrated system provides end-to-end support – from issue detection to full resolution. Troubleshooting is woven into IMA’s broader service network, encompassing: 

Technical Support​

IMA Smart Service Suite APP​

A digital tool designed to support IMA customers in managing their installed base of machines and systems.

Spare Parts

MyIMA Spare Parts

IMA’s e-commerce platform designed to simplify and accelerate the entire spare parts procurement process

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