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Service & Support

Whether you need a hand with your existing equipment or are planning to add new capabilities, Bauer's technical team has the experience to help you succeed.

Worldwide On-Site Support

Bauer is world-renowned for our exceptional customer support. Our experienced customer support team provides prompt technical support via phone and email. When a problem requires on-site support, we have a number of fast-response options available. Please review the information below to learn more about our flexible support options.

Support that goes the distance —
we never walk away.

Ascential Care, Bauer's exclusive customer service platform, is more than a support program – it's a promise. A promise to stand with you, tackle challenges head-on and deliver real solutions that drive lasting results.

That's our promise to you — we will never walk away. Have an equipment maintenance problem? We'll help you through it. Installation or troubleshooting challenges? We've got you covered. Unsure what your data is telling you? We'll help you make sense of it. Need additional training? That's exactly what we're here for! Your issue is our issue, and we will work tirelessly to make sure you are always on the path to success. We're in this together — and we mean it when we say, we never walk away.

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Superior connectivity with local response and global reach

We continually evolve to match the ever-changing landscape of the industries we serve. Through Ascential Care, customers can expect enhanced and seamless service experiences that drive more product lifecycle value, regardless of their location or time zone. Operating as an agile service platform, we ensure that customers can stay connected with us at all times — we're in this together.

Support
Core
Plus
Elite
Remote support
SME technical support performed remotely during regular business hours (excluding warranty cases)
8 hours
25 hours
50 hours
Response time
Fast
Faster
Fastest
Onsite emergency response and coverage
Intervention time (during business hours)
Fast
Faster
Fastest
Labor & travel
Standard rate
Discounted rate
Preferred rate
Material / parts
Standard rate
Discounted rate
Preferred rate
Customer portal
24/7 web access to request and track service support tickets, view asset information, technical documentation, and user manuals
✕
✓
✓
Embedded support
Embedded onsite AC resource(s) for production support, operating as an extension of your maintenance and/or operations team, to sustain optimal machine performance++
✕
✕
Optional
Maintenance
Core
Plus
Elite
Preventive maintenance
Perform periodic verification of machine operations, system health checks, calibrations, and review practice of scheduled maintenance tasks per Operation and Maintenance Manual. Trips are scheduled during standard business days/hours. Holidays and weekend trips on request at a higher rate.
On request, with labor, travel and parts billed at standard rates
Annual trip included, with travel and parts billed at discounted rates
Semi-annual trip included, with travel and parts billed at preferred rates
Scheduling optimization based on real usage data from Ascentialytics (only with cloud version)
✕
✓
✓
System health check
During the visit for PM, provide a report with targeted system improvements, highlighting potential obsolete items and operations/maintenance procedure modifications.
✕
Annual
Semi-annual
Spare parts
Core
Plus
Elite
Critical spare parts
Prices for spare parts in the critical spare parts list, provided with the machine, with respect to the most recent parts catalog
Standard rate
Discounted
Preferred
Training
Core
Plus
Elite
Instructor-led training
Operator, maintenance, software or product informal training performed on-site
Train the trainer (provided at start-up)
Annual
(update & refresh)
Semi-annual
(update & refresh)
Self-service training material
24/7 access to training material and technical documentation in Customer Portal
✕
✓
✓
Training review
Training & Resource objectives review
✕
Annual
Semi-annual
Optional: Ascentialytics
Core
Plus
Elite
Ascentialytics
APM (Asset Performance Management) tool: data management & analytics platform to improve reliability, reduce downtime risks and costs for MRO, and increase performance
List price
Discounted rate
Preferred rate
Performance analysis
SME provides periodic production data analysis with summary of insights and recommendations
✕
Annual analysis and reporting
Semi-annual analysis and reporting
First alert monitoring system
Remotely monitor your machine and proactively respond if the data received on Ascentialytics indicates the need for intervention by us or by yourself (only with cloud version)
✕
✓
✓
Support
Remote support
SME technical support performed remotely during regular business hours (excluding warranty cases)
8 hours
Response time for customer support and troubleshooting
Fast
Onsite emergency response and coverage
Intervention time (during business hours): Fast
Labour & Travel
Standard rate
Material / parts
Standard rate
Customer Portal
24/7 web access to request and track service support tickets, view asset information, technical documentation, and user manuals
✕
Embedded support
Embedded onsite technical resource/s for production support, operating as an extension of your maintenance and/or operations team, to sustain optimal machine performance.
✕
Maintenance
Preventive Maintenance
On request, with labor, travel and parts billed at standard rates
Scheduling optimization based on real usage data from Ascentialytics (only with cloud version)
✕
System Health Check
✕
Spare parts
eCommerce
✓
Critical Spare Parts
Standard
Shipping
Standard
Performance (Ascentialytics)
Ascentialytics
List price
Performance Analysis
✕
First Alert Monitoring System
✕
Training
Instructor-led training
Train The Trainer (provided at start-up)
Self-service Training Material
✕
Review
✕
Support
Remote support
SME technical support performed remotely during regular business hours (excluding warranty cases)
25 hours
Response time for customer support and troubleshooting
Faster
Onsite emergency response and coverage
Intervention time (during business hours): Faster
Labour & Travel
Discounted rate
Material / parts
Discounted rate
Customer Portal
24/7 web access to request and track service support tickets, view asset information, technical documentation, and user manuals
✓
Embedded support
Embedded onsite technical resource/s for production support, operating as an extension of your maintenance and/or operations team, to sustain optimal machine performance.
✕
Maintenance
Preventive Maintenance
Annual trip included, with travel and parts billed at discounted rates
Scheduling optimization based on real usage data from Ascentialytics (only with cloud version)
✓
System Health Check
Annual
Spare parts
eCommerce
✓
Critical Spare Parts
Discounted (<10%)
Shipping
Priority
Performance (Ascentialytics)
Ascentialytics
Discounted rate
Performance Analysis
Annual analysis and reporting
First Alert Monitoring System
✓
Training
Instructor-led training
Annual (update & refresh)
Self-service Training Material
✓
Review
Annual
Support
Remote support
SME technical support performed remotely during regular business hours (excluding warranty cases)
50 hours
Response time for customer support and troubleshooting
Fastest
Onsite emergency response and coverage
Intervention time (during business hours): Fastest
Labour & Travel
Preferred rate
Material / parts
Preferred rate
Customer Portal
24/7 web access to request and track service support tickets, view asset information, technical documentation, and user manuals
✓
Embedded support
Embedded onsite technical resource/s for production support, operating as an extension of your maintenance and/or operations team, to sustain optimal machine performance.
Optional
Maintenance
Preventive Maintenance
Semi-annual trip included, with travel and parts billed at preferred rates
Scheduling optimization based on real usage data from Ascentialytics (only with cloud version)
✓
System Health Check
Semi-annual
Spare parts
Critical Spare Parts
Preferred (<20%)
Performance (Ascentialytics)
Ascentialytics
Preferred rate
Performance Analysis
Semi-annual analysis and reporting
First Alert Monitoring System
✓
Training
Instructor-led training
Semi-annual (update & refresh)
Self-service Training Material
✓
Review
Semi-annual

Enhanced data offerings with Ascentialytics

Within the framework of Ascential Care, we're offering customers new opportunities to collect, mine and measure data as part of our end-to-end support offerings. Our Ascentialytics platform is a connected, performance management solution for remote monitoring and diagnostics that records equipment data and gives actionable information. With the goal of enhancing the reliability and availability of assets while reducing risks and costs, input from this effective tool can significantly impact unplanned downtime, machine health, needed repairs and more.

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Our promise
and mission

Through Ascential Care, customers can expect elevated support at every step of their journey, from installation and launch to ongoing service and maintenance and beyond.

Our mission is focused on empowering our customers with globally responsive, locally attentive service solutions. We aim to be a trusted partner in our customers' success by delivering rapid, efficient support through innovative technology, enhanced asset performance and seamless operations.

Speak with a service professional

Need support? We're here for you.

No matter where you are in the world, we are available to support your most pressing needs.

Support: +1 (616) 234-1100

Submit a Support Ticket

Interested in signing up for a support plan?

Please complete the form below, and we'll get you in touch with one of our technical sales support experts to discuss the right plan for you.

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