Escalation Procedure
The "Escalation Procedure" is designed to help manage critical machine issues and to ensure they are resolved in a timely manner.
A critical technical issue will follow the following flow:
- A critical technical problem with a machine should be reported to ENA technical support group. ENA technical support team can be contacted:
a. Normal business hours (M-F 8:00am - 5:00pm CST, excluding holidays) :
Main phone number: +1 920-893-3772
Email: 
Contact
b. After business hours:
ERSA North America Helpline: 920-893-3773
Germany Helpline number: +49 171 2418468
Alternative numbers for Mexico customers: 656-304-7067
2. Every effort to resolve the critical issue will be resolved through the ENA technical
support group. Efforts will be done by phone support, email support, remote access, or
by a field service visit.
3. If the issue is not resolved within a 48-hour period, ENA's Customer Service Manager
will be informed.
a. The Customer Service Manager (Chad Suckow, 920-892-9259, Contact)
with the technical support group, will develop an action plan to resolve the critical
issue.
b. The Customer Service Manager will also inform Ersa Germany Customer Service
Department (Wolfram Kuhn, +49 151177072823, Contact) of the
critical issue.
4. If the critical issue is not resolved within 72 hours, the president of KNA/ENA will be
informed (Albrecht Beck, 920-892-1779, Contact).
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