Technical Support Centre

Please have your equipment model number, serial number, installation date, and software/firmware version ready. A detailed description of the issue including any error codes, when the problem started, and any environmental changes (power interruptions, process changes, recent maintenance) will allow our engineers to diagnose much faster. Photos or video of error screens and abnormal behaviour are extremely helpful.

KERONE targets a response within 4 business hours for email and support tickets. Critical (system-down) tickets are escalated immediately and you will receive a callback within 1–2 hours. Professional AMC and Enterprise SLA customers receive priority queuing. For immediate assistance on critical issues, always call the emergency hotline rather than waiting for a ticket response.

Yes. KERONE offers remote diagnostic sessions via screen sharing and for IoT-connected systems via the KERONE SmartDry™ platform, our engineers can view live process data, alarm history, and sensor readings directly. Remote sessions can be scheduled same-day for AMC customers. For non-connected systems, remote support is via guided troubleshooting over video call.

KERONE's standard 12-month warranty covers manufacturing defects and component failures under normal operating conditions as specified in the equipment manual. Consumable parts (seals, belts, filter media, magnetron tubes, IR lamp elements) and damage caused by operator error, overvoltage, or failure to follow maintenance schedules are not covered. Extended warranty and AMC contracts are available for ongoing cover.

Yes. As the original manufacturer, KERONE retains design drawings and component specifications for systems going back 30+ years. Most common wear parts are stocked. For older systems, our engineering team can reverse-engineer obsolete components or recommend suitable modern replacements. Contact spares@kerone.com with your model and serial number for availability and pricing.

Yes. KERONE has offices and authorised service partners in Italy (Europe), Israel, Australia & New Zealand, Thailand, Bangladesh, Uzbekistan, and Chile. Remote support is available globally via phone, email, and video call. For on-site visits to international locations, KERONE's field engineers can travel or local authorised partners can be dispatched. Contact your regional KERONE office or write to support@kerone.com for assistance.