TECHNICAL SUPPORT AT PYRAMID Direct support. Provided in-house.

Your hardware is up and running. We’re here to support you every step of the way. Our in-house technical team provides personalized support, drawing on their experience and product knowledge. They serve as your direct point of contact at Pyramid.

AKHET® · faytech® · POLYTOUCH®

Create a Support Ticket Contact Support

PERSONAL. COMPETENT. ACCESSIBLE. We know your hardware. And we’ll take care of your needs.

Technical questions require people who understand the product. At Pyramid , you’ll reach our in-house support team instead of an outsourced technical support service. Experienced employees and in-house-trained staff combine their knowledge of our systems.

We offer you direct access to technical support.

In-House Support
Technical contacts directly at Pyramid
Usually within 2 hours
Ticket processing begins during business hours
24/7 Help Desk
Create tickets and view their status

HOW TO GET SUPPORT Getting the right help starts with contacting us directly.

Whether you have a new request, a question, or an ongoing support case, choose the contact method that best suits your situation:

Send an email

Please describe your issue and, if possible, provide the model, serial number, and any existing ticket number.

Help Desk Portal

Create a ticket, add information, and stay in touch with the appropriate support representative.

THE PEOPLE BEHIND SUPPORT For us, product knowledge has a face.

You'll be speaking with people who work with Pyramid hardware on a daily basis. They are personable, technically savvy, and have experience within our company.

Henry Holzer leads the Pyramid support team. He has been with the company for nearly 30 years and knows virtually every piece of hardware in the portfolio inside and out.

In-house instead of outsourced
Your technical contact is part of Pyramid.

Experience with Your Systems
Our team is familiar with the AKHET®, faytech®, and POLYTOUCH® brands from our day-to-day work.

Close to Development and Production
Technical questions can be resolved in-house across departments.

PYRAMID CARE Support as a foundation. More coverage as needed.

CARE Standard services include support via phone, email, and the ticket portal throughout the entire product lifecycle—which means we’re still here for you even after the warranty or guarantee period has expired. Decide for yourself whether your business needs additional support!

Add the package that best suits your systems, locations, and requirements to CARE Standard.

WELL PREPARED This way, we can get to the bottom of your issue more quickly

Providing a few details will help us understand the nature of your technical question. Please have the information listed in points 1 and 2 ready when you first contact us.

  1. Identify the system

    Please provide the product model, serial number, or invoice number, and, if applicable, the existing ticket number.

  2. Describe the error

    What is happening, since when, and under what conditions? Please include any error messages and the steps taken so far.

  3. Coordinate Next Steps

    Check with Support to determine which test or action is appropriate and which services have been agreed upon for your system.

  • D. Floetotto

    Diebold Nixdorf Holding Germany GmbH

    "We have been working successfully and trustingly with Pyramid for a good 6 years. Pyramid is a reliable partner that provides high-quality services for our customers. The friendliness and excellent availability of the support staff deserve special mention. The fast response times to inquiries are also exemplary."

  • Thomas Blumoer

    Genoa GmbH

    "We can look back on an almost 20-year business relationship with Pyramid . As an employee in the hardware complaints department, I greatly appreciate the reliability and response times, which often exceed the agreed levels. Every possible support is always provided by Pyramid . It gives me a good feeling to have a reliable partner at my side."

  • Marielle Mede

    swyx - enreach

    "We have been a customer of Pyramid since 2015. The few times we have had to use their customer service, the component replacement and on-site service have been excellent. We are very satisfied with the response time and unbureaucratic handling. Pyramid is very fast and the cooperation is perfect!"

FREQUENTLY ASKED QUESTIONS Before Your First Contact.

This generally refers to the start of ticket processing, which typically occurs within two hours during business hours. This does not guarantee that the issue will be resolved within this timeframe.

Yes. CARE Standard provides support throughout the product lifecycle. Coverage for repairs or replacement parts should be considered separately.

CARE Silver includes on-site service. Please review your agreed-upon scope of services. You can sign up using the official on-site service registration form.

First, contact Support and explain your needs. Our team will then work with you to determine the most appropriate CARE package.

Do you need support? Please write to us: