Service Center

Technical service & support

Open a service ticket, find your regional engineering team, or learn how our service workflow handles warranty, on-site visits, and remote diagnostics.

Open a ticket

Submit a service request

Fill out the request form and our service team will reach out within one business day to schedule the next step.

  • Confirmation within one business day
  • Remote diagnostics scheduled before any visit
  • Quote provided before chargeable work starts
Or reach us directly
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Regional service teams

Reach a local office

Direct lines, emails, and addresses for the engineering team in your region.

How it works

Technical service process

Our standardized service workflow ensures every request — from urgent breakdowns to scheduled maintenance — is handled transparently and efficiently.

  1. 01

    Submitting a service request

    Service requests are accepted through the form on this page or by sending the completed request form to service@platinum.tech. Requests are queued in the order received and confirmed within one business day.

  2. 02

    Machines under warranty

    Spare parts replacements on machines covered by our warranty are handled by Platinum at no charge. Print heads and damage caused by operator error or misuse are not covered under standard warranty terms.

  3. 03

    Out-of-warranty machines

    For machines outside their warranty period, spare parts and all technical service costs are invoiced to the customer. A detailed quote is provided before any work begins.

  4. 04

    On-site intervention

    When a service engineer needs physical access to the machine, the customer agrees to provide reasonable access and operator support during the intervention to ensure safe and timely diagnosis.

  5. 05

    Remote diagnostics first

    Every current-generation system supports secure remote-access diagnostics. We schedule a remote session before any on-site visit, which often resolves issues without travel costs.

  6. 06

    Payment terms

    Service charges and spare-part invoices are settled in advance. Active service-contract customers are billed on the contract's agreed cycle. VAT-compliant invoices are issued for every transaction.