Customer Assistance

Our remote team of technicians provides quick skilled assistance when it’s needed.
Our trained experts are able to respond to your inquiries enabling you to efficiently maintain the software system.

How to request the service

The fastest and most direct access to assistance is through our Marcantonini Customer Assistance App, available on Apple Store:

Once you provide the contact details of the operators to assistance@marcantonini.com; contact person(s) (names, telephone and emails) we will email you your secure login and password to download and set up the MCT APP on your smart phone.

Assistance can also be contacted through other channels. We have a dedicated phone line +39 075 9885576 and email address assistance@marcantonini.com.

Hours

The general assistance operating hours are from 7 am to 12 pm (GMT+1), from Monday to Sunday.

Non-urgent requests can be sent in from Monday to Friday, from 8 am to 5 pm (GMT+1).
For urgent requests, such as stop in production, we are only available 24/7 for customers with Service contracts.
For all other request (consultations, information, suggestions or feedback) must be sent via email at this address assistance@marcantonini.com

Procedures to request assistance

Requests sent in through the App are processed in chronological order by one of our technicians. To make the assistance operations even easier, the App will ask you to state the reason for the request in the main message: accordingly, we will direct you more rapidly to the relative technician.

Once the assistance procedure is initiated, make sure that your onsite technician is available to communicate with MCT personnel for the entire duration of the session and, if the required work involves mechanical or electrical settings of the hardware, it will be necessary to also involve specialised personnel to perform any tests.
If it is not possible to have all of the personnel available, the session will need to be rescheduled
At the end of each assistance call, we will provide you with feedback, stating the conclusion and resolution of our intervention; for any other communication or additional requests, we ask you to use to the email address mentioned above.

Services through subscription

At MCT, we provide assistance service through service contract , offering the most suitable services for your needs, to make your assistance experience fast and effective.
Our service packages include equipment reviews and/or periodic site visits, personnel training either remotely or in person.

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