1
You call
Phone, FaceTime, or WhatsApp. A technician picks up during business hours, CST.
Your line can't wait. Neither do we.
Talk to a technician, not a queue. Same-day remote support by phone, FaceTime, or WhatsApp. On-site service the next business day in most cases.
Contact Our Service Team
Unexpected downtime? Contact a service technician directly by phone or email. We’ll help diagnose the issue and get your production back on track as quickly as possible.
Phone
Straight to a service technician during business hours - no ticket form first.
Point Five Service Team
Contact our service team directly for assistance.
John Smith
+1 000 000 0000
Jane Smith
+1 000 000 0001
Straight to a service technician during business hours - no ticket form first.
From the Call to a Running Line
2
Same-day remote support
We diagnose with your operator on the machine. Most faults are cleared right here.
3
Next-day on-site service
If it needs hands on the machine, a technician travels out the following business day in most cases.
4
Production running
You get a written report of what was found and what to watch before the next visit.
Scheduled maintenance visits
Planned dates on the calendar, set around your production runs rather than around a breakdown.
No Travel Costs
Mileage and travel time are covered on every scheduled visit.
20% off replacement parts
A standing discount on every part you order, planned or urgent.
Reduced emergency rates
When something does stop, you pay a member rate instead of a call-out rate.
Spare-parts planning
We help you plan which parts to stock and which you don't need.
What's Included in Every Visit
The same sheet is worked through on every scheduled visit, and you keep a signed copy of it when the technician leaves.
- Full machine inspection
- Mechanical service
- Electrical inspection
- Pneumatic inspection
- Seal-head service
- Knife inspection
- Operator training
- Written service report
When Downtime Can't Wait
You don’t need to be on VIP5 to call. On-demand service runs the same route: remote diagnosis first, then a technician is dispatched if the fault requires hands-on service. Emergency work is quoted before it starts.
Over $650,000 in Spare Parts Inventory
Critical replacement parts are stocked and ready to ship, helping reduce downtime when components need replacing.
- Parts Ready to Ship
- Same-Day Shipping Where Stocked
What's Covered
Clearly defined coverage, so the first invoice matches the first conversation.
Included with VIP5
Core service benefits
Planned support designed to reduce downtime and keep your equipment operating reliably.
-
Scheduled maintenance visits
Planned service appointments arranged around your production schedule.
-
Travel for planned service
Standard travel associated with scheduled VIP5 maintenance visits.
-
Phone and email support
Remote troubleshooting and technical guidance during business hours.
-
Operator training
Practical guidance delivered during scheduled service visits.
-
Written service reports
Documentation of completed work, findings, and recommended next steps.
Available separately
Additional support options
Quoted separately based on the machine, service scope, and urgency of the request.
-
Replacement parts and consumables
Quoted according to the required component, quantity, and availability.
-
Machine upgrades or modifications
Reviewed individually to confirm compatibility, scope, and pricing.
-
Repairs outside planned maintenance
Additional repair work is assessed and quoted before service begins.
-
After-hours emergency support
Subject to technician availability and emergency service rates.
-
Third-party equipment support
Reviewed individually to confirm whether assistance can be provided.
Questions We Get
Whether you're planning preventive maintenance, need emergency service, or have questions about VIP5, you'll find answers to the most common topics below.
Browse by Topic
Ordering & Shipping
We service the tray sealers and packaging equipment we sell and install, including tray sealers, filling and depositing systems, tray overwrap systems, vacuum chambers and sleeve systems. Running a machine from another manufacturer? Contact our service team and we'll let you know how we can help.
VIP5 is our preventative maintenance program, built to reduce downtime and keep support predictable. Members get scheduled maintenance visits with no travel costs, 20% off spare and replacement parts, reduced emergency service rates, priority response, and help planning spare parts inventory. Every visit includes a full machine inspection, mechanical, electrical and pneumatic checks, seal head service, knife inspection and replacement, and operator training in English or Spanish. You get a written service report after each visit.
Contact us and we start troubleshooting the same day by phone, FaceTime or WhatsApp. Many issues get fixed remotely. If we need to be on site, you get a clear service estimate before we dispatch, and in most cases a technician is there the next day. VIP5 members get priority response. Submit a service request and select "Line down, production stopped" so it gets flagged immediately.
Yes. We support customers across North America and provide next-day on-site service in most cases. Preventative maintenance visits for VIP5 members include travel at no extra cost. For emergency visits, we confirm the estimate with you before dispatch.
Yes. We keep over $650,000 in spare parts inventory, including critical wear items like knives, so you're not waiting on overseas shipments. We also put together recommended spare parts kits for every machine we support, and VIP5 members get 20% off parts.
