Technical Support System

BolayMac provides Technical Support System to globe customers for various glass machinery, like Initial call, Email confirmations and tracking, Social media, Remote control for online connection support, and On-site technical support.

Initial call

When you call BolayMac for Phone Support, the person at the help desk will take the initial information from you regarding which machine you’re calling about, whether your machine is down or operational, whether it’s software related, and your return contact information, including email (once you’re in our system, we don’t need this each time), then we’ll open up a call report so that we can track your call from beginning to end and its resolution.

Email confirmations and tracking

You are requested to send the question description attached with photos or videos to us by email. Our after-sales service team will analyze the problem and provide the corresponding solutions to you as soon as possible.
At the end of the solution, when we’ve finished you’ll receive another email from our system confirming that we’ve closed out the report.

Social media

Any problems couldn’t be solved by the above steps. You are welcome to add our company social media software (Such as Wechat, Whatsapp) to request emergency help online.

Remote control for online connection support

If necessary, the Support Team may also set up a TeamViewer / Anydesk / Sunflower meeting during the call, to check certain questions or even make adjustments to resolve the reason for your call. If so, you’ll want to make sure that your machine can be connected to the internet and that your controller is set up for such a remote-controlled connection.
The technical team can monitor the current status of the machine in real-time, read the parameter settings of the current machine, and make corresponding technical adjustments according to the prompts of the fault report, to solve the machine fault in the shortest time.

On-site technical support

More than 90% of tasks and incidents can be managed remotely, but for the rest 10%, we can offer you an effective solution as on-site support. Our engineers can perform your maintenance on your plant and provide technical support to your operator that will allow improve end-user productivity and accelerate the incident resolution.