FAQ

Why proprietary electronics? Is it easy to use?

Proprietary electronics, understood as software but also as hardware, allows offering our customers developments designed specifically for equipment made for paper and industrial cardboard converting processes.

Our electronics provides maximum adaptability to the special requirements of our customers, allowing us to find the best solution in every case. In addition, it allows offering a highly efficient maintenance service and constant updates to ensure that the latest technology is always used.

Our electronics is easy to use, and we have developed specific software and interfaces that are perfectly adapted to our customers’ needs. The maximum expression of our simple and open electronics is allowing direct connection to the machines from any commercially available mobile device.

What are the delivery times for spares?

Sometimes the term ‘Fast Good Cheap’ is referred to asserting that only two of the three can be achieved. At Pasaban we want to break this rule, striving to offer our customers the spares they need at a low price, high quality and in the shortest possible time.

Our machines generally have a very long lifetime and it is not always easy to achieve these three features for machines older than twenty years, as many of their components can be obsolete. However, we can always find the best possible solution.

What do I need to do to buy Pasaban spares?

We want to make it easy for you. You can visit our online shop by clicking the link and following the simple purchase steps.

If you want a more personal interaction or you feel that your needs are more complex, please call us at +34943102244 and talk to Mariano Sancho, Iñigo Pagola or Ane Turiel, who will be more than happy to help you.

How can I contact you?

At Pasaban we enjoy having direct contact with our customers. We believe this close contact improves relations in both directions and streamlines processes. Call us direct at +34943651632 and we will be glad to help you.

If you prefer, you can email us at comercial@pasaban.com, if you have a commercial query, or at sat@pasaban.com, if you require help from our Technical Assistance Service.

If there is a great time difference between your country and ours, you can always contact our local agent in your country. Find your Pasaban agent.

What is Pasaban Connectivity Cloud?

Before the term ‘cloud’ became popular, Pasaban already had its own cloud-based data management system. Pasaban Connectivity Cloud provides our customers with direct and instant access to real-time production data for their Pasaban machines. All you need is a mobile telephone or tablet and Pasaban’s free app, which you can download from Google Play and the App Store.

What type of upgrades could my machine need?

Our machine upgrade service performs a detailed analysis of the modernization possibilities and the associated improvements in performance. In this way Pasaban machines can be adapted whenever you need. If you are not sure what your machine might need, have a look at how one of our machines is analyzed.

If you have machines not manufactured by Pasaban, ask us about the possibility of upgrading them. We are sure that we can help you improve their performance too.

Can you provide remote assistance?

Nobody’s perfect! Our machines also malfunction at times. One of our main tools to ensure that our customers are affected as little as possible is online assistance. We are able to solve 85% of the problems occurring during the lifetime of a machine by a simple and quick online connection. Actions on drives and controls are of particular interest.  

It is worth trying out this service, which is increasingly demanded internationally and prevents avoidable down-times, greatly reducing maintenance costs.

Why are you based in Tolosa?

Tolosa is a town in the historic territory of Guipuzcoa, in the Basque Country, Spain. Located in the Oria river valley, it has a population of under 20,000. Historically, many paper and cardboard manufacturing companies were created around the Oria River. An industrial fabric emerged with many companies providing services to this paper industry, among which was Pasaban in 1928.

After 1975 the paper industry of Tolosa began to disappear due to lack of competitiveness, which forced Pasaban, along with many other auxiliary companies of the area, to begin to market its technologies outside of Spain.

What at the time was a harsh blow has today ended in Pasaban being present in over 40 countries, at the forefront of technology in the market of equipment for paper and cardboard converting.

What can I do if I have a specific need but I don’t know which machine is best for me?

These are the challenges we enjoy the most. Describe your need to us directly via comercial@pasaban.com or by calling us at +93443102244 and we will make you a technical and economic recommendation specifically for your business.

Do you offer local services in other countries?

We have our own technical staff in China and India, mainly due to the time difference with these countries. In other countries, although we do not have own staff locally, we can provide in-person service within a short time. If the problem can be solved by an online connection to the machine, resolution times are even shorter.

Why do your machines use less power than any others?

Some of our customers are surprised by the power installed in our machines. This is because we use what we consider to be the leading technology in the market. Direct-drive torque motors are a good example of this.

We believe that power consumption is more important than installed power. Therefore, regardless of the installed power provided by this technology, we can offer our customers the machines with the lowest power consumption in the market.

What type of a company is Pasaban?

We are a family-owned business formed by 120 workers, based in Tolosa and dedicated to the design and manufacture of high-tech machinery for the paper and cardboard converting industry.

At a time when the trend in the sector is grouping into increasingly larger multinational corporations, we believe that Pasaban’s small size and family nature are a value in themselves.

Customers will always deal directly with specific persons in our organization. We like to hear from our customers first-hand, understanding their specific needs and providing a solution exactly in line with such needs. Our type of company clearly favors this type of communication.

What do your current customers value in you?

We are glad that our customers consider us to be highly professional. This does not require any effort on our part, it is the essence of who we are.

As regards our machines, our customers consider them to be profitable. This is the best compliment possible, as a machine of this type represents a significant investment.

We strive to prove to our customers that their investment will be profitable in their planned timeline, and we normally exceed their expectations.

What aspects vouch for the technological standard of your products?

At Pasaban we are continuously innovating. We are very fond of the machines we design and manufacture, but we are even fonder of finding ways to improve them and expand our range to always have a solution to offer our customers.

We have mastered paper and cardboard and we continue to innovate systematically to deal with the new challenges posed by our customers. We innovate to make a technological difference in markets as demanding as those of special paper and banknote paper, applying our developments to our entire range of products.

Some good examples of this are the technology developed for applying holographic strips to banknotes, and the patent obtained for laser punching used to apply the ‘portrait window’, a novel security element in the new series of Euro notes.

We have also developed a patent for sheeters oriented to the cellulose market that allows applying synchronized cutting. This allows doing away with conventional cutting and its associated drawbacks. We have a showroom in Brazil for our customers that includes a full sheeter with this retractable slitter technology.

We never stop researching on new materials and sectors in which our technology can make a difference to our customers.

Do you have a 24-hour, 365-day service?

Some of our customers ask this question because they are used to requiring continuous maintenance for certain equipment.

Pasaban machines have a high availability and a minimal incident rate, so that the cost of providing a 24-365 service for our customers would be disproportionate and unjustifiable.

Our service hours are the following:

MACHINES IN WARRANTY PERIOD AS PER SALE AGREEMENT

Working days according to the official calendar of Pasaban S.A.

From 8:00h to 19:00h. Telephone or online assistance. In the latter case customers must have an Internet connection in the machine’s PC or in a maintenance laptop.

If it is confirmed that the problem cannot be solved remotely and a technician’s presence is necessary, one will travel on the following day or, if it is a weekend, on the following Monday.

Holidays according to the official calendar of Pasaban S.A

From 9:00h to 18:00h. Contact shall be made via telephone or email, guaranteeing a reply within three hours after the notification is received. If an online connection must be established this will be performed within two hours after the first reply.

If it is confirmed that the problem cannot be solved remotely and a technician’s presence is necessary, one will travel on the following Monday or the day after the last holiday.

MACHINES NOT IN WARRANTY

Working days according to the official calendar of Pasaban S.A.

From 8:00h to 19:00h. Telephone or online assistance. In the latter case customers must have an Internet connection in the machine’s PC or in a maintenance laptop.

The online connection service will be billed by fractions of hours according to the applicable rates.

If it is confirmed that the problem cannot be solved remotely and a technician’s presence is necessary, one will travel as soon as possible and depending on the urgency of the case, after receiving a formal request from the customer.

Holidays according to the official calendar of Pasaban S.A.

From 9:00h to 18:00h. Contact shall be made via telephone or email, guaranteeing a reply within three hours after the notification is received. If an online connection must be established this will be performed within two hours after the first reply.

The online connection service will be billed by fractions of hours according to the applicable rates.

If it is confirmed that the problem cannot be solved remotely and a technician’s presence is necessary, one will travel as soon as possible and depending on the urgency of the case, after receiving a formal request from the customer.

* In all of these cases the following dates will not considered working days: 1 January / 6 January / Good Friday and Good Monday / 24, 25 and 31 December.


Do you provide turnkey projects?

Our customer service vocation makes us consider both standard solutions and complete turnkey projects. Our multidisciplinary capabilities and lengthy experience in the sector allows dealing with these projects in an informed manner with a guarantee of success.

Where do the materials and parts of your machines come from?

96% of all the commercial material and parts of our machines are purchased from European and North American manufacturers and distributors. In any event, 100% of the material in our machines is guaranteed by Pasaban.

All our machines bear the CE Certificate as they have been designed and manufactured entirely in our installations in Tolosa (Spain).

Do you offer maintenance agreements?

Maintenance agreements are the perfect way to ensure optimum maintenance without unforeseen expenses and at the agreed intervals and dates. With the Pasaban maintenance agreement our customers receive the preventive maintenance plan recommended for their machines, according to their specifications and expected conditions of use. In addition, they provide discounts in the price of spares.

Can you upgrade and service machines from other manufacturers?

Our machine upgrade service conducts a detailed analysis of the modernization possibilities and the associated improvements in performance.

If you own machines not made by Pasaban, ask us about the possibility of upgrading them, as we are sure we can help you improve their performance.

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