Hotline & escalation
Fast OEM support when production is disrupted – hotline routes, escalation guidance, and key contacts
If production is disrupted, you can contact the OEM support channel for your machine directly. If you’re unsure where to start – or if the issue is not resolved – contact Kafeko and we’ll route the case to the right support path.
When to use the service hotline (and escalation)
- Production is stopped and you need immediate technical guidance
- A machine-specific issue requires OEM-level troubleshooting
- You need help identifying the correct spare part urgently
To speed up troubleshooting, include:
- Machine/line type + serial number
- Symptoms + photos/video
- Last change / when issue started
- Whether production is stopped/limited/running
OEM service hotline contacts
OEM contact details may change. For the most up-to-date hotline and escalation routes, use the OEM support links below. If you are unsure which channel applies, contact Kafeko.
Syntegon
International toll-free hotline (availability depends on country and network):
00800 796 834 66
Submit support ticket →
Probat
Customer support industry, +49 28 22 91 25 00, info@probat.com
Customer support shop roaster, +49 28 22 91 25 51, support.shop@probat.com
Submit support ticket →
Makat Candy (Syntegon)
Office hours, +49 26 89 94 340
Submit support ticket →
Hansella
Office hours, +49 21 62 24 83 33, service@hansella.com
Submit support ticket →
Packfeeder
Office hours, +34 93 736 11 63, customerservice@packfeeder.com
Submit support ticket →
Kafeko coordinates escalation with our principals when required and remains your point of contact if OEM support does not resolve the issue.
For scheduled maintenance and line performance support, explore Lifecycle services.
If you need a specific component quickly, check Spare parts.