Escalation Procedure Kurtz Particle Foam Machines
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 KNA technical support group. KNA technical support team can be contacted:
a. Normal business hours (M-F 8:00am - 5:00pm CST, excluding holidays):
Main phone number: +1 920-893-1779
Email: 
Contact
b. After business hours:
Kurtz North America Helpline: 920-893-1779
2. Every effort to resolve the critical issue will be resolved through the KNA 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, KNA's Customer Service Manager
will be informed.
a. The Customer Service Manager ( Pete Tatro, 920-892-9257, Contact)
with the technical support group, will develop an action plan to resolve the critical
issue.
b. The Customer Service Manager will also inform Kurtz Germany Customer Service
Department (Martin Bauer, +49 9342807270, 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, 414-324-8036, Contact).
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