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Service & Support

Your machinery is at the heart of production. Our job is to keep it running at its best — through preventative maintenance, fast response, and practical guidance from engineers who know the equipment.

We provide full support for Stuga machines and, as the UK representative for Stürtz machinery, we are expanding our knowledge base and resources to support Stürtz machines in the UK. Where appropriate, we work with our wider group partners to make sure you get the right expertise.

From preventative maintenance and software support to upgrades, machine moves, and emergency breakdowns — our team is here to help.

How We Support You

UK service team
Our factory-trained engineers are regionally based and supported by our Great Yarmouth HQ. Their primary expertise is Stuga machinery, and we’re actively developing our Stürtz support capability with access to OEM information and group resources.

Fast response
For contracted customers we aim to attend within 24 hours for total machine breakdowns and 48 hours for standard faults (excluding weekends and bank holidays). Requests after 3:00 pm Mon–Thu or after 2:00 pm Fri are scheduled the next business day. For PAYG customer, we will schedule our earliest convenience, depending on the severity of the issue reported.

Remote technical support
Same-day help where possible. Our team can troubleshoot using on-board camera systems and remote diagnostics to get you moving quickly.

Service Contracts

A Stuga service contract is designed to give you predictable maintenance, faster response times, and greater peace of mind. Each plan is tailored to your machinery using the Stuga Matrix, which considers age, usage, and service history.

Contract benefits typically include:

  • Planned maintenance visits
  • Inclusive engineer callouts (shareable across covered machines)
  • Same-day remote technical and software support
  • Priority breakdown response
  • Next-day delivery for critical parts (subject to stock)
  • 10% discount on genuine Stuga parts* (*excluding consumables)
  • Automatic software updates and patches
  • Preferential day rates once inclusive callouts are used

Our Service Contracts Team can guide you through the available options and recommend the best plan for your operation.
Email: contracts@stuga.co.uk

Planned Maintenance (Contract Customers)

For contract customers, planned maintenance (PM) visits are scheduled according to the Stuga Matrix and can be adjusted to suit your production schedule. You’ll receive provisional PM dates once your contract is active.

If a PM identifies parts that need fitting, our service team will arrange a return visit. This will count toward your callout allocation unless the machine has been reported as broken down.

Callouts, Tracking & Definitions

Whether you’re a contract customer or prefer to book support as needed, our team is here to help resolve issues quickly and efficiently.

For Contract Customers

  • What counts as a callout?
    A callout occurs when an engineer visits your site to resolve an issue. Follow-up visits for the same fault don’t count again, but separate or unrelated issues identified during the same visit will be deducted from your inclusive allowance.
  • Need more callouts?
    You can purchase additional callouts or upgrade your tier at any time.
  • Tracking and visibility:
    We maintain a record of all visits and can provide updates at any time, along with regular usage summaries.

For PAYG Customers

If you’re not on a service contract, we offer pay-as-you-go callouts.
These are charged per day on site, regardless of the number of issues resolved during the visit.

We’ll always provide a clear quotation before attending, so there are no surprises.

Spare Parts & Consumables

We supply genuine Stuga parts and consumables to ensure your machinery performs safely and reliably. For critical breakdowns, we offer next-day delivery (subject to stock availability) for orders placed before 2:00pm.

Email: stugaparts@stuga.co.uk

Software, Controls & Updates

All Stuga software and controls are developed and supported in-house by our own engineers.
Contracted customers receive automatic updates and patches (subject to compatibility) to ensure continued performance and reliability.

For Stürtz machinery, we’re actively building our UK knowledge base and can coordinate with OEM resources and the Voilàp Group to ensure the best possible support.

Upgrades, Modernisation & Refurbishment

We can help you get more from your investment through targeted upgrades and refurbishments that enhance performance and reliability.

Available options include:

  • Servo-driven system conversions
  • Controls and HMI upgrades
  • Safety improvements (key interlocks, guard lock switches, light curtains)
  • Mechanical refurbishments and component standardisation

Email: service@stuga.co.uk

Machine Moves & Installations

If you’re relocating or reconfiguring your production area, our engineers can manage the safe dismantling, transport, and reinstallation of your Stuga machinery.
We handle electrical and mechanical disconnection, recommissioning, and testing to get you back into production quickly.

Email: service@stuga.co.uk

Buying a Used Machine?

We’ll always support our machines — but we strongly recommend contacting us before purchasing a used Stuga or Stürtz machine.
Our team can verify the machine’s history, specification, and service requirements, and advise whether any updates are needed for full support once installed.

Tel: 01493 742348

Email: service@stuga.co.uk

Contact

Main Line: 01493 742348
(Open Monday to Thursday, 8:30am – 5:00pm, and Friday, 8:30am – 3:00pm)

Email Contacts:

At Stuga, we build our machines, we service our machines — and we always support our machines.
Now, with the strength of the Voilàp Group and our growing Stürtz expertise, we’re extending that same commitment to every customer across the UK and Ireland.