Support and Service Policies

MachMotion has always made customer support a top priority. Here is a list of our free support and paid service policies.

Free Support Policy

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Free Support Policy

MachMotion strives for two things: excellent products and stellar support!

All of our retrofit solutions are designed to work well and be easy to install. We believe in our entire product line and stand behind it. Part of that guarantee is offering free tech support for the life of the control to the original owner.

Free Support

-Free support available Monday-Friday, 8:00 AM to 5:00 PM CST.*

-Guidance through the install.

-Software checks.

-Electrical and mechanical troubleshooting assistance.

-Up to 4-hour response time.

-Requests are taken on a first-come, first-serve basis.

Please Note: Issues are solved on a step-by-step basis. So, as a support tool, expect to be given direction with the use of email and documentation one step at a time. This is to help us manage our high volume of support calls.

Paid Service

If you desire more hands-on help, want to limit your down time, or if you need extended support hours, you may prefer one of our paid service options.  Or, if you are recovering from a non-warranty control failure or you want your programming customized, these are not covered under free support. Please see our Paid Service Options for more info.

* (Support hours exclude major holidays and our extended winter break).

 

Paid Service Situations

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Paid Service Options

While we are always here to help you with your retrofit solution, these situations fall outside of our free support policy:

If you desire more hands-on help or if you want to limit your down time, you may prefer one of our paid service options:

A La Carte Options

Yearly Service Packages

Bronze, Silver and Gold Service Plans

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Bronze Service Plan

(Only OEM's and Machine Re-builders qualify for the Bronze Service paln.)

MachMotion is committed to building and sustaining effective relationships with OEM’s and machine rebuilders. In an effort to offer affordable solutions that benefit both MachMotion and our partner companies, we will adhere to the following guidelines when offering support and products to OEM’s and rebuilders.

OEM/Re-builder Support
  1. OEM’s/Rebuilders will be given priority support when contacting MachMotion. Which includes a 1 hour call back time.
  2. It is the responsibility of the OEM/Rebuilder to provide front line support to their customers.
  3. When facilitated by the OEM/Rebuilder, MachMotion is available to login to the control to assess if the software and provided electrical components are working as designed.
  4. Once it is determined that all MachMotion software is working properly, it is the responsibility of the OEM to troubleshoot and resolve any setup, electrical and mechanical issues with the machine.
Other OEM/Rebuilder Support Situations
  1. If there is a possibility that electrical or software customization is required for a machine kit, it is the responsibility of the OEM/Rebuilder to notify MachMotion before the sale.
  2. It is the responsibility of the OEM/rebuilder to understand and support non-Machmotion machine components. Any assistance required from MachMotion to setup or calibrate these components will be subject to service rates.
  3. If the OEM/Rebuilder determines that utilizing MachMotion for on-demand support is the best solution to resolve an issue (setup, electrical or mechanical), this will be subject to service rates that will be billed to the OEM/Rebuilder.
  4. If an OEM/Rebuilder wants to defer all support matters to MachMotion, those support costs will be passed to the end user. Customers can subscribe yearly or pay hourly for support.

Silver Service Plan

MachMotion’s service plans are a yearly subscription based option designed to limit your down time and expedite the support process. Rather than guide you through your issue while juggling all our support calls, we’ll give you focused attention from one of our support techs.

*If you require more than 20 hours of support annually, additional hours will be billed hourly.

*Additional options also available for on-site visits and extended support hours.

*All grinder controls and custom machines must purchase Gold Service Plan.

Gold Service Plan

MachMotion’s service plans are a yearly subscription based option designed to limit your down time and expedite the support process. Rather than guide you through your issue while juggling all our support calls, we’ll give you focused attention from one of our support techs.

*Additional options also available for on-site visits and extended AM and weekend support hours.

*Development support does not include addition of new features.

On-Site Service Rates

See attachment to the left for MachMotion's on-site service policy and rates.