It’s a constant challenge managing mission-critical operations evolving and growing at a rapid pace. In an environment like this, you need more than just good technology. An expert partner can provide important, even essential help.
At D.R. Joseph, we want to keep your blown film lines running at their optimum capacity in order to keep your production and profit high. Our highly experienced technicians can provide you with a wide variety of consulting and maintenance services to ensure your success. It is our objective to keep your competitive progress steady and not going in circles.
Keeping Your Competitive Progress Steady and Not Going in Circles
Every day you rely on your film extrusion machines to produce the products critical for business success. Because it is your job to make sure your machines run smoothly, you select the very best products. D.R. Joseph’s PASS program is essential to making the most of your investment in our products. This program gives you the technical support that is necessary to make sure your IS-IBC1 is installed and working properly and also provides a variety of other services that are valuable throughout the life of your system. PASS offers the choice of a self-support KnowledgeBase and a Connect Package to meet your technical support needs.
Service Options
PASS KnowledgeBase
Self-Support, Anytime, Anywhere
Answers to your product questions are a few clicks away at the online KnowledgeBase. This online resource consists of a searchable, intelligent Knowledgebase of technical solutions and links to a variety of technical documents such as product FAQs, manuals and service procedures. The KnowledgeBase also allows users to submit questions by e-mail if their answer is not found in the KnowledgeBase technical resources.
KnowledgeBase Features
- E-mail query submission
- Access to technical procedures and “how-to” documents
- 24/7 access to technical knowledge on the service section of our website.
PASS Connect
Essential Product Help
Our experienced technical support staff is just a phone call away, assuring you of a solution, not just an answer to your support questions during business hours. PASS Connect can be purchased for all IBC Systems on an annual basis. Lines covered in this package will qualify for the following features:
Connect Features
- Unlimited telephone access to technical support during business hours
- Unlimited direct connect log ins via modem by our technicians during business hours
- After hours access for emergency product assistance when your critical operations are affected. Calls will be responded to within 2 hours.
- Free Software Updates
- 5% discount on all on-site service, spare parts, and upgrades
- 5% discount on PASS renewals
- Discounts on Unattended Monitoring
- Access to KnowledgeBase on our website
- Email Query Submission
PASS Pre-Paid Hours
Prepaid hours can be purchased to make sure you will receive technical support when you need it the most. Prepaid hours are applicable to any line in your plant and can be used for any technical phone support during normal business hours (8:30-5:00 CST). There is no expiration date for prepaid hours so they can transfer from year to year (no refunds available for hours not used during a calendar year). There are no discounts provided with the purchase of prepaid hours.
Prepaid hours can be purchased in advance or at the time of service.
PASS Quick Guide
| FEATURE | KNOWLEDGEBASE | CONNECT |
| Online KnowledgeBase | Yes | Yes |
| Email Query Submission | Yes | Yes |
| Subscription to Blown Film Internals | Yes | Yes |
| Telephone Access | N/A | During Business Hours* |
| Direct Connect Acess (via VPN or TeamViewer) | N/A | During Business Hours* |
| After Hours Access | N/A | Yes** |
| Email summary report | N/A | Yes |
| Software Updates | N/A | Yes |
| Discounts on Unattended Monitoring Software | N/A | 5% |
| Discounts (Spare Parts, Onsite Service, System Upgrades, and PASS renewals) | N/A | 5% |
| *Monday-Friday 8:30am-5:00pm CST | ** After hours service available for emergency assistance |
Unattended Monitoring
Unattended monitoring is a useful tool for measuring long term system performance, detecting intermittent failures, and monitoring operational procedures for each shift. Unattended monitoring can be connected either through the modem or internet. Unattended monitoring is not part of Pass Connect but can be ordered separately. Some of the features include:
- Monitor long term performance: Monitor the effects of IBC related process conditions such as bubble stability, blower speeds and system response.
- Detect intermittent failures: Monitor system components such as sensors, proportional valve, and main processor for possible intermittent component failure.
- Monitor shift operation: Monitor the operational procedures performed during different shifts to help determine possible operator error or help provide operational consistency from shift to shift.
After monitoring is completed, a summary report will be provided along with a .csv file that can be imported into an excel file and further analyzed.
Order Information
To order PASS for your D.R. Joseph Products:
- Complete the form and fax it to +1-817-987-2043 or e-mail it to us by clicking here. You can also mail it by using the address listed on our Contact Us page.
- Payment can be made by authorized purchase order or credit card (American Express, Visa or Mastercard).
- In North America, call our offices at 1-800-767-4470, outside North America, call +1-817-987-2030. Office hours are 8:30a-5:00p CST.
PASS FAQ
The best solution is to purchase the PASS Connect program as it provides discounts on all upgrades, spare parts, and future PASS renewals. However, even if you do not have PASS, we provide a 35 day phone support period that starts when we ship the upgrade. This ensures that you will have help to install the upgrade. We also support a knowledge base on our website that give you access to technical support questions and we always provide technical support via email regardless if you have PASS or not. If you need help after the 35 day time period expires and you do not wish to purchase PASS Connect, you can purchase prepaid hours for technical support. Learn more at: https://www.drjosephinc.com/DRJPress/service-options/
There is no expiration date for pre-paid hours. They can be used at anytime until the hours have been used in full.
No. Since pre-paid hours never expire, there is no refund for hours that are not used.
No. There are no discounts with Pre-Paid Hours. You must be a PASS Connect member to receive the PASS discounts.
If you are not a PASS Connect member you can purchase pre-paid hours beforehand or at the time you need service. You can purchase pre-paid hours by issuing a purchase order or by credit card. We accept Visa, Mastercard, and American Express.
The PASS Connect is an annual membership. You must renew the membership each year. There is a 5% discount for all PASS Connect renewals.
No. All equipment less than a year old is still covered under the DRJ warranty period. However, once the warranty period has expired, you will need to sign up for the PASS Connect program or purchase Pre-paid Hours in order to get technical service.
Yes. Full phone support is available for the entire warranty period of new systems.
No. Kundig is a separate company from D.R. Joseph and their pricing is independent from any discount programs sponsored by D.R. Joseph.
After May 31st, 2013, support for 8 bit IBC system was ended. These controllers are no longer supportable mainly because of shortages in spare parts which have not been produced for at least 10 years.
Solution:
If you have a annual PASS service contract that included 8 bit systems, we will honor that contract for 8 bit systems until it expires. After that, you will not be able to renew the service contract on any 8 bit IBC system.
Upgrade paths to the 32 bit controllers are available. Please contact our sales staff for details (sales@drjosephinc.com).
Applicable IS-IBC1 Versions:
All 8 Bit IS-IBC1 Systems