Smoothly operating intralogistics processes are essential for businesses to stay efficient and competitive. Disruptions and unplanned downtime lead to serious sales losses and high follow-up costs. Kardex's flexible on-site services provide availability and long-term profitability of your logistics system at all times.

Kardex's Life Cycle Service offers an integrated, modular service portfolio that ensures your logistics and warehousing solutions operate successfully throughout their entire life cycle. Together with you, we develop an individual service concept. In doing so, we attach great importance to actively supporting you in your system's efficient operation and quickly responding to changing requirements.

Available on-site services

On-site services ensure the availability and long-term viability of your plant. Kardex offers you a flexible portfolio of professional service offerings.

Hotline

The telephone support is tailored to your requirements. You can opt for regular working hours support from 7:00 a.m. to 5:00 p.m., 24 hours per day, or even the entire week (24/7).  Project experienced and highly-qualified personnel provide hotline support. They resolve 96% of all malfunctions by telephone or remotely through targeted and in-depth diagnostics. When, in exceptional cases, this does not provide a solution, a Kardex on-site technician steps in to help.

On-site call service

Depending on what you select in your service agreement, Kardex technicians arrive on-site between two hours and the next day. Around-the-clock service is also available.

Maintenance

Kardex's maintenance concept ensures high plant availability. Highly-qualified service technicians carry out support in accordance with the manufacturer's checklist. The best way to identify and remove weak points early, before downtime is necessary, is to schedule preventive, regular maintenance.

Safety inspection

Employee safety and the reliability of your plant logistics are our priority. Both are subject to annual, legally mandated inspections followed by a certification with the results.  Safety inspections increase your employees' safety levels and the overall company's economic viability.

General overhaul of telescopic forks

With a general overhaul of the telescopic fork, you can prevent positioning errors due to wear, complete failure of the fork or, in a worst case scenario, downtime of the stacker crane. Using a replacement fork and roundabout exchange, all forks concerned are sequentially removed, overhauled, and reinstalled. Through the use of the replacement fork, the operation of the plant is not disturbed. During the manufacturer-independent general overhaul, the forks are fully disassembled and then reassembled. Defective or worn parts are replaced with new ones. This enables error-free storage and retrieval for many years to come.

Profibus analysis

Using Profibus/ASI bus analyzers, we recognize undesirable interruptions caused by aging components and other gradual changes before damage occurs. This minimizes any downtime. The analysis is carried out on-site by a Kardex service experts. After the analysis, you will receive a detailed status report about your logistics plant.

Shelving inspection

In accordance with DIN EN 15635 requirements, warehouse equipment and shelving must be inspected by a qualified person at least once every twelve months. Automated high-bay warehouses have an inspection rate of 20 % annually over a period of 5 years. Kardex is a certified shelving inspector and carries out manufacturer-independent shelving inspections.

When you need operational support, Kardex provides a designated on-site service team.  For example, during the start-up phase of a logistics plant. We train and plan the team's size based on your plant’s specific requirements and have the flexibility to deploy service personnel in single or three-shift operations. This provides your employees with technical expertise straight from the start.

Kardex service packages

Choose your individual service contract

From the basic to the all-inclusive package, Kardex Life Cycle Service gives you complete control over your contract scope. Once you know which services you need, choose the care level that best suits your business. The Life Cycle Service team will work closely with you to develop a tailored package.

Kardex Mlog service packages

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MBasic

With MBasic, you set the framework for high availability of your plant, maintenance of the warehouse key figures of your logistics solution, and as a result, compliance with the minimum legal requirements. QM-qualified service employees carry out all services.

Scope of services

  • Inspection /maintenance
  • Spare-parts package
  • Hotline: Mon.-Fri. 7:00 a.m. - 5:00 p.m.
  • Repairs by agreement
  • Training
  • Safety inspection in accordance with accident prevention regulations (UVV)
  • Racking inspection (EN 15635)

MAdvanced

In addition to the MBasic services, MAdvanced offers even faster response and on-call times as well as extended hotline times. You benefit from our service consulting to optimize your plant performance and from our fast replacement support for spare and wear parts. Our  temporary operational support makes it possible to utilize our  service personnel during the start-up phase of your high-bay warehouse.

Additional scope of services

  • Spare and wear parts support
  • Hotline: 24 h / 5 days a week
  • On-site call service
  • Service consulting (at least once per year)
  • Plant monitoring 
  • IT maintenance
  • Temporary operational support

MPremium

In addition to MAdvanced, you receive an all-inclusive package. We handle all warehouse maintenance on-site for you. This includes personnel recruitment, maintenance planning, and  spare-parts management including physical inventory. You also benefit from an extended warranty. Our service team remains at your premise and manages the technical operation of your high-bay warehouse.

Additional scope of services

  • Full service: complete on-site maintenance including provision of personnel
  • Hotline: 24 h / 5 days a week
  • Extended warranty
  • Spare parts management
  • Monthly reporting
  • Planning and implementation of maintenance operations

Software

The update package for the Mlog Control Center (MCC) ensures fast and efficient control of your material flow and warehouse management processes.

Scope of services

  • Update MCC system twice a year to its current status
  • Release operating system updates
  • Release updates for dependent components (e.g., .NET Framework)

Kardex Remstar service packages

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BASE Care

"I need reliable and dependable systems."

Scope of services

    • Annual maintenance and inspection
    • Priority support

Optional services

            • Multiple maintenance and inspections per year

FLEX Care

"I need guaranteed rapid response in case of malfunction." 

Scope of services

  • Annual maintenance and inspection
  • Priority support
  • Helpdesk unlimited calls
  • Helpdesk reaction time < 2h 
  • On-site reaction time < 16h

Optional services

  • Multiple maintenance and inspections per year
  • Up to 1h Helpdesk reaction time
  • Up to 24/7 Helpdesk support
  • On-site repairs
  • Up to 2h on-site reaction time
  • Up to 24/7 on-site support
  • Remote assistance & analytics

FULL Care

"I need maximum availability at predictable costs."

Scope of services

  • Annual maintenance and inspection
  • Priority support
  • Helpdesk unlimited calls
  • Helpdesk reaction time < 2h
  • On-site repairs
  • Spare parts
  • On-site reaction time < 16h
  • Remote assistance & analytics

Optional services

  • Multiple maintenance and inspections per year
  • Up to 1h Helpdesk reaction time
  • Up to 24/7 Helpdesk support
  • Up to 2h on-site reaction time
  • Up to 24/7 on-site support

 

Software Care

"I need assistance from IT experts to ensure seamless warehouse management processes."

Scope of services

  • Priority support
  • Helpdesk unlimited calls
  • Helpdesk reaction time < 2h
  • Access to Kardex portal

Optional services

  • Annual maintenance and inspection
  • Multiple maintenance and inspections per year
  • Up to 1h Helpdesk reaction time
  • Up to 24/7 Helpdesk support
  • Remote assistance & analytics

Service locations

The global Life Cycle Service team is ready to help you!

Learn more about services

The Life Cycle Service team is ready to support you!