We’ve made a significant investment to improve support services for our customers, with the goal to provide quality service quickly and with better documentation. These new procedures will help you get the service you need, when you need it, with a simplified contact process.

Highlights include:

  • Support from Customer Service and available Technicians during business hours
  • Same contact procedure for during or after hours support
  • Introduction of email support for during/after hours and emergency support
  • Automated Case documentation after hours for faster response

These changes include an update to our standard schedule of charges. Please note these updates:

  • During business hours: Support is included for standard customer service support. If extended technician or engineering assistance is needed, support is billed in 15 minute increments at $150/hour.
  • After business hours, holidays, and weekends: Support calls are automatically logged and distributed to C3’s support team. If immediate response is needed, calls are billed at a 4 hour minimum at $250/hour. If immediate response is not needed, calls will be returned during the next business day.

Continue reading the updated policy below for full details.

C3 Service Support

During Business Hours : 7:30am – 4:30pm CST, Monday – Friday

By Email – Primary

  1. Email support@c3ingenuity.com including:
    1. Serial number of machine
    2. Company name
    3. Contact name
    4. Contact phone number and/or email
    5. Availability
    6. Urgency
    7. Brief description of the issue/need
    8. Photo/video attachments of the issue
  2. A Case is automatically created and you will be contacted for follow up during business hours.
    1. If a solution can be found through Customer Service or a Service Technician, you will receive a response within one hour. Time to resolution of the issue is issue-dependent. The solution will be documented on the Case.
    2. In the event extended technician or engineering assistance is needed, the case will be passed to them for input. This feedback will be documented on the case. Extended technician or engineering support will be billed beyond 15 minutes of support.
  3. A Service Plan Contract or Purchase Order will be required for extended phone or remote support; as well as for non-warranty parts or onsite work performed.

By Phone – Secondary

  1. Call 920-749-9944 and ask for Customer Service.
  2. A Case will be set up to document the call.
    1. If it can be handled by Customer Service or a Service Technician, you will receive a response within one hour. Time to resolution of the issue is issue-dependent. The solution will be documented on the Case.
    2. In the event extended technician or engineering assistance is needed, the case will be passed to them for input. This feedback will be documented on the case. Extended technician or engineering support will be billed beyond 15 minutes of support.
  3. A Service Plan Contract or Purchase Order will be required for extended phone or remote support; as well as for non-warranty parts or onsite work performed.

After Business Hours : 4:30pm – 7:30am CST, Weekends, Holidays

Emergency by Email:

  1. Email support@c3ingenuity.com including:
    1. Serial number of machine
    2. Company name
    3. Contact name
    4. Contact phone number and/or email
    5. Availability
    6. Urgency
    7. Brief description of the issue/need
    8. Photo/video attachments of the issue
  2. A Case is automatically created and you will be contacted for follow up within 2 hours.
  3. A Service Plan Contract or Purchase Order will be required for extended phone or remote support; as well as for non-warranty parts or onsite work performed.
  4. After hours service is billed at a 4-hour minimum at $250/hour unless on a Service Plan.

Non-emergency by phone:

  1. Call 920-749-9944
  2. Dial 1 for service desk, per the recorded message.
  3. Leave a voicemail with detailed information, including:
    1. Serial number of machine
    2. Company name
    3. Contact name
    4. Contact phone number and/or email
    5. Availability
    6. Urgency
    7. Brief description of the issue/need
  4. If you wish to be serviced before the next business day, confirm with “YES – I am willing to be billed for this call.” Upon callback, you will need to confirm billing for the call.
  5. If you do not need immediate service, a Case is automatically created and you will be contacted the next business day.
  6. After hours service is billed at a 4-hour minimum at $250/hour unless on a Service Plan.
  7. A Service Plan Contract or Purchase Order will be required for extended phone or remote support; as well as for non-warranty parts or onsite work performed.

Learn More About Your C3 Support Team!

C3‘s Support Team consists of dedicated, knowledgable people ready to help you get the most out of your equipment. They’re experts in the functionality of our machinery and master craftsman. Some of them may have even installed your equipment!

Your C3 Support Team consists of customer service, service technicians, and engineers. Together, they work to provide best practices to common issues, work through individual machine challenges, and aid in preventative maintenance for all C3 equipment.

This team has some of our most senior C3 staff members that have seen almost every machine leave our doors. They work closely with our engineers to know the in’s and out’s of every design.

Learn more about the team