Premium Service 24/7

Service where the machine works

For a normal technical breakdown, we come to you. The service includes visits to the agreed operating site, including technician travel and emergency assistance outside working hours.

If an on-site repair is unsuitable or impossible, we arrange a replacement machine with similar specifications, subject to availability. Delivery, exchange and collection of the original machine are included. Rental charges continue under the contract.

Also applies to customer collection

Collected the machine from a branch yourself? The service applies just the same. For a covered breakdown, you do not need to return the machine; we arrange the service visit or exchange at your site.

24/7 emergency assistance

You can report a problem day or night, including weekends and public holidays. 24/7 means the availability of emergency assistance. The timing of a visit or exchange depends on location, capacity and machine availability; it does not guarantee immediate arrival.

When the renter pays for service

The renter pays for failures caused by incorrect operation, neglect of assigned maintenance or unsuitable operating conditions, including diagnostics, labour, parts, visits and any exchange with transport. This also applies to unintentional errors and when Premium Cover has been agreed.

Arranging the service and requesting help

The service and its price for the agreed period appear in a separate section for each machine in the contract. You can arrange it separately or together with Premium Cover. It is active only if you have no overdue monetary debts to PEMA, including debts under other contracts. Invoices not yet due do not prevent the service. The detailed scope and conditions are set out in the contract.

In the event of a breakdown, call PEMA and provide the machine identification, location and a description of the fault. Stop operating the machine if further damage could occur. We will agree on the next steps.