We build our machines to last. Delivering a machine is only the beginning. Our service model is designed to keep our machines running for decades to come.
Delivering a machine is just the beginning. Once it's part of your production line, it becomes critical to your operation. When something goes wrong, there's only one thing that matters: getting it back up and running. Fast.
We've built our support around a simple idea: stop problems before they start, and when you can't, make recovery as quick as possible.
It starts with design. We choose quality components. We eliminate unnecessary parts. We design for simplicity because simple machines break less often and when they do, they're easier to fix.
Then we break them. Deliberately. We push our machines to their limits, run them until they fail, and use those failures to improve the next version.
For example, we’ve gone through about a dozen different high-level designs of our gripper. Each one of which has had numerous design iterations that were pushed until failure. Each failure resulted in an improved, stronger design.
This isn't about making your machine perfect. It's about making sure the failure modes we do find, we've already solved.
Any mechanical system will wear out. Bearings, gears, seals—they all have finite lifespans. That's physics, not a design flaw.
We tell you exactly when parts need replacing. We give you the intervals.
The robot arms are checked yearly through a test sequence. The gripper mechanism should be checked every two months for wear or slack.
Catch it before failure, and you replace one part. Miss it, and you might be faced with a bigger problem.
We stock critical spare parts at your facility. Your machine comes with a detailed service manual that shows you how to swap most components yourself.
For example, we would stock all gripper parts, pneumatic hoses and connectors at our customer’s site. These can each quickly be changed in minutes if they ever fail.
For most issues, you don't need to wait for us. You fix it yourself, and you're back up and running within the hour.
If something doesn't make sense, or if you're unsure whether it's really a problem, we're here. We can connect remotely to your machine, pull logs and sensor data, and talk you through what's happening.
Most issues resolve this way. No downtime. No technician needed.
If an issue makes it past all the previous layers—and sometimes it does—we dispatch a technician with the spare parts they need. We aim to have someone on-site within 24 hours. What’s best: it’s likely to be the engineer that designed the machine.
That's the system. Smart design and preventative maintenance work to keep downtime rare. And when it does happen—because eventually it will—the other layers make sure you recover fast.
We're as invested in your uptime as you are.
