When it stops,
someone picks up
Product training, hardware technical support, spares, parts identification and warranty handling for the equipment we supply — with the boundaries written down, so you always know whether the call is ours or your integrator's.
Support you can actually reach, described accurately.
Support is the easiest thing on a website to overstate and the easiest to disprove. It takes one unanswered call. So this page describes what we really do, and does not publish a response time we could not hold in every region we ship to.
We support the equipment we supplied. Hardware faults, configuration, parts identification, spares, documentation, firmware from the manufacturer and warranty claims are ours, and we handle the claim rather than passing you a phone number in another country. What is not ours is the behaviour of an installed system, the programs somebody else wrote and your process. Those belong to whoever designed and commissioned the cell.
Training splits the same way, and the distinction decides whether training was worth paying for. Product training is training on the machine: what it does, how to operate it safely, how to maintain it, what its interfaces expose. We deliver or arrange that. Application training is training on your cell doing your job, and it belongs to whoever programmed it. Buy the first when you need the second and you get a trained operator who still cannot run the line.
Two practical notes. Telling us the model, serial number, error code and what changed shortly before the fault will get you a useful answer far faster than a description of the symptom alone. And if your integrator's handover already included training, check that contract before you buy it from us — we would rather you did not pay twice.
Why route support through the supplier
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We know what we sold you
Model, configuration, options and order date on file, so nobody starts by asking you to identify your own equipment.
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We handle the manufacturer
Where a fault has to escalate, the claim and the correspondence are ours to chase rather than yours to translate.
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Parts identified properly
Send a photo and a serial number and we will tell you what the part is, whether it is stocked and what supersedes it.
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Boundaries stated up front
What is ours, what is your integrator's and what is the manufacturer's, agreed at order instead of debated during a stoppage.
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Training on the real machine
On the equipment your people will actually use, with its options fitted, rather than a generic classroom version of it.
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Training that survives turnover
Materials and records issued to you, so the knowledge stays when the person who attended moves on.
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No promises we cannot keep
We do not advertise a response time we could not hold everywhere. What we commit to is written on your order.
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An honest no
If the answer is in the manual, if your integrator should cover it, or if training is already in your contract, we will say so.
What people actually contact us about
A sample rather than a limit, and worth reading before you call, because roughly half of these are answered in one message if you send the right details with them.
- A machine has stopped and shows a fault code
- Identifying a part from a photo
- Ordering spares & consumables
- Is this covered by warranty?
- Requesting a manual or drawing
- Firmware or software versions
- Commissioning a replacement unit
- Operator training for new staff
- Maintenance training for technicians
- Refresher training after turnover
- Training records for an audit
- A part is obsolete, what replaces it
- Intermittent faults nobody can reproduce
- Preparing for a planned shutdown
- Taking over equipment from a previous team
- Which interfaces the controller exposes
Six things this category covers
Operator training
Safe operation, daily checks, recovering from stops and knowing which conditions need a technician rather than another restart attempt.
Maintenance training
Scheduled maintenance, wear parts, adjustment, diagnosis and the difference between a fault your team can clear and one that needs escalating.
Programming training
Manufacturer or partner delivered, on the platform's own programming environment. Training on your specific application stays with whoever built it.
Technical support
Hardware faults, configuration, fault codes, documentation and firmware, with escalation to the manufacturer where a fault needs it.
Spares & parts
Identification from a photo or serial number, stock and lead time, supersessions, and advice on which critical spares to hold rather than order under pressure.
Warranty & returns
Assessing a claim, raising it with the manufacturer and following it through. We do the chasing and keep you informed of where it stands.
What every support arrangement includes
Regardless of product or region. The level of cover varies and is written on your order; these are the things that should never vary and too often do.
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A named route in
A specific contact and a channel that reaches a person, not a form that disappears into a general inbox.
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Your cover written down
What is included, what is chargeable and when we are reachable, stated on your order rather than implied by a web page.
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Your equipment on file
Model, serial, configuration and order history kept, so a fault report starts from what you have rather than from scratch.
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A clear escalation path
Who it goes to when it leaves us, and the fact that we keep the claim rather than handing it back to you.
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Manufacturer documentation
Manuals, parts lists, drawings and declarations as issued, supplied on request for anything we sold you.
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Training materials issued
Handouts, procedures and reference material left with you, so training does not exist only in one person's memory.
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Attendance records
Who was trained, on what and when, in a form you can produce for an audit or an insurer without asking us again.
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Honest scope on the boundary
If a question belongs to your integrator or the manufacturer, we tell you that immediately instead of guessing at it for a week.
What we cover, and where the line sits
Support and training are arrangements rather than products, so this table sets out the arrangement. What applies to you is confirmed on your order and on the training scope before anything is booked.
- What we support
- The equipment we supplied: hardware faults, configuration, fault codes, parts, documentation, manufacturer firmware and warranty claims
- What we do not
- The behaviour of an installed system, programs written by others, and your process. Hardware faults come to us; system behaviour goes to your integrator. That split is published on the Robotics Integration page too, and it does not change
- Product training
- Training on the machine itself — operation, maintenance, its own programming environment — delivered or arranged by us on the equipment you bought, with its options fitted
- Application training
- Training on your cell running your job belongs to whoever designed and programmed it. Buying product training when you need application training produces an operator who still cannot run the line
- Who delivers training
- Us, the manufacturer, or a partner, depending on the platform and the depth required. We tell you which before you book, and we do not present someone else's course as our own
- Response commitment
- Stated on your order, for your products and your region. We deliberately publish no general response time, because a figure that holds in one market becomes a broken promise in another. Ask and we will tell you what applies to you
- When we are reachable
- Business hours in the regions we cover. We are not a round-the-clock operation and will not pretend to be. Where continuous cover matters, that is arranged specifically rather than assumed
- What to send us
- Model and serial number, the fault code or message, a photo or short video, and what changed shortly before it started. This turns most first replies from a question into an answer
- Escalation
- Some faults have to go to the manufacturer. We raise and chase the case ourselves and keep you posted, rather than handing you a contact number abroad and calling it support
- Warranty, wear or error
- Three different things, and nearly every dispute lives in the gap between them: a manufacturing fault, a part that has reached the end of its service life, or damage from operating or maintenance error. We assess honestly and explain which we think it is and why
- Warranty claims
- Raised and pursued by us with the manufacturer. Outcomes and timescales are theirs to decide, so we do not promise a result, only that you will know where it stands
- Spares & obsolescence
- Identification from a photo or serial, stock and lead time, and supersessions where a part has changed. Holding the few critical spares is nearly always cheaper than sourcing them mid-stoppage
- Remote first
- Most hardware questions resolve on a message, a photo or a call. Where an attendance is genuinely needed we arrange it, through the manufacturer or a partner where that is who has the engineer nearest you
- On-site attendance
- Available on some products and in some regions, not everywhere, and quoted per case. Where we cannot attend we will say so plainly rather than accepting the booking and working out the coverage afterwards
- Equipment we did not supply
- Limited. Where we carry the brand we can usually help with parts and documentation, but we cannot support a machine whose history and configuration we have no record of. We will tell you quickly either way
- Training that transfers
- Materials and attendance records issued to you, and train-the-trainer where it suits. The trained operator eventually leaves; plan for that at booking rather than after the resignation
- Safety in training
- Delivered on equipment that is safe to train on, following your site rules. Responsibility for the safety of your installation and your people remains yours and your integrator's
- Languages & regions
- We support in the languages and time zones we genuinely cover, and say where we do not. A support promise in a language nobody on the line speaks is not support
- When not to buy from us
- If your integrator's handover included training, if the answer is in the manual, or if the manufacturer's own course goes deeper than ours would. Check the contract first. We would rather lose the booking than sell you the same training twice
Your cover, response commitment and training scope are confirmed in writing on your order.
Training and support as it looks in practice
A machine, a manual, a parts shelf and someone explaining something properly — the ordinary version rather than the brochure one.
Take the detail with you
Asked before you ask
01 Something has stopped. Do I call you or the integrator?
If a piece of equipment itself has failed, call us. If the system is running but doing the wrong thing, or a program has changed behaviour, call the integrator who built it. When you genuinely cannot tell — which is common, and not a failure on your part — call us anyway with the model, serial and fault code. Working out whose it is takes us minutes and is part of the job. What we will not do is spend a week investigating something that was always the integrator's; we will tell you straight away.
02 How quickly do you respond?
Your commitment is stated on your order, for your products and your region, and we would rather tell you that than publish a number here. A single advertised response time either overpromises somewhere or undersells everywhere, and support promises get read back to you at the worst possible moment. What we will say plainly is that we work business hours in the regions we cover, we are not a round-the-clock operation, and where continuous cover matters it has to be arranged specifically rather than assumed from a web page.
03 Is this covered by warranty?
There are three possibilities and nearly every dispute lives in the gap between them: a manufacturing fault, a part that has reached the end of its normal service life, or damage from an operating or maintenance error. We assess it honestly, tell you which we think it is and explain why. Where it is a warranty matter we raise and pursue the claim with the manufacturer ourselves. The decision and the timescale are theirs, so we will not promise you an outcome, only that you will always know where the case stands.
04 Can you train our team, or does the manufacturer?
It depends on the platform and how deep you need to go, and we tell you which before you book rather than after. For operation, daily checks and routine maintenance we can usually deliver it on your own machine, which is better than a generic classroom version. For deep programming or specialist servicing the manufacturer's own course often goes further than ours would, and we will say so and arrange it. What we will not do is present someone else's course as our own.
05 The person we had trained has left.
It happens on most sites eventually, and it is worth planning for at booking rather than after the resignation. Ask for the materials, procedures and attendance records to be issued to you rather than to the individual, and consider training two people instead of one, or a train-the-trainer approach so the knowledge has somewhere to live. If you are already in this position, tell us what the departing person covered and we will scope a refresher rather than repeating the whole course.
06 Would you ever tell us not to buy support or training?
Regularly, and this is the most common one on this page: if your integrator's handover contract already included operator and maintenance training, you have paid for it. Check that document before you pay us. Likewise if the answer is in the manual, if the manufacturer's course goes deeper than ours, or if what you actually need is training on your specific application rather than on the machine. Selling you the wrong course costs us the next three orders from your site.
Tell us the machine and the fault, or who needs training
For a fault, send the model, serial number, code and a photo and you will usually get something useful back rather than a request for more information. For training, tell us who needs it and what they need to be able to do afterwards.
If your question is about equipment rather than support, start with the category itself.