Paid Service Situations


Paid Service Options

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

  • Re-configuration after control failure or severe electrical enclosure damage.
      • These situations require reprogramming and engineering costs.
  • On-demand troubleshooting.
      • Because of our high call volume, we deal with troubleshooting issues in a step-by-step manner, sometimes taking several hours or days to complete. Urgent matters fall out of what we consider “free” support.
  • Moving a machine.
      • Many times, moving a machine requires extensive troubleshooting and re-configuration.
  • Customization to software programming.
      • In-depth product customization is done by our software development team and is not covered in support.
  • Non-MachMotion hardware troubleshooting.
    • We can occasionally point you in the right direction, but troubleshooting non-MachMotion hardware is not covered under 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

  • Focused Set-up/Customer Training for $135/hour.
  • Focused “Troubleshooting Help” for $155/hour.
  • Focused Developer help (grinder/custom control) for $185/hr
  • Product Customization (under an hour) for $100.
  • Paid on-site options are also available.

Yearly Service Packages

  • Choose from different levels to fit your company’s needs.
  • Guaranteed 1 hour (or less) response time.
  • On-demand troubleshooting included - we’ll stick with you until the problem is solved!
  • Quick access to our development team at the gold level.