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.

    • 1-hour response time to make an initial evaluation.

    • 2-hour call back guarantee from a level 2 support technician.

    • Focused troubleshooting help from our support team to expedite the resolution of your issue.

    • Excludes controls with custom programming.

    • Support available 8:00 AM to 5:00 PM CST.

    • Control must have a reliable internet connection to ensure MachMotion techs have ability to quickly diagnose issues.

    • $2,000/year annual subscription fee per control.

    • 20 hour max per yearly subscription.

*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.

    • 15-minute response time to make an initial evaluation.
    • 1-hour call back guarantee from a level 2 support technician.
    • 2-hour call back guarantee from our software development team (when needed).
    • Focused troubleshooting help from our support team to expedite the resolution of your issue.
    • Extended support hours (available until 7:00 PM CST).
    • Control must have reliable internet connection to ensure MachMotion techs have ability to quickly diagnose issues.
    • Gold service is required for grinder controls.
    • $4,000/year annual subscription fee per control.

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

*Development support does not include addition of new features.