Support & Service Plans

{{@672}}

Paid

MachMotion’s Servicegoal Options

every

day is to help companies maximize uptime and make them successful. While supporting 1000s of CNC Controls in the industry we arestrive alwaysto hereprioritize the needs of each customer in the best way possible.

To schedule or learn more about the paid options, email Support@MachMotion.com or call (573) 368-7399.

 1: Free Lifetime Support

• FREE phone and email support for the life of the control.

• Remote login support on every control.

• Basic Troubleshooting & Software checks. 

• Free online resources including training videos to help you troubleshoot at any time.

• Talk or email with youra retrofitLIVE solution,technician theseMonday situations- fallFriday, outside8:30am of- our4:30pm freeCST/CDT. support policy:The typical response time is around an hour; 4 hour call back is guaranteed. 

Free Support Requirements 

• Re-configuration

  Stable afterinternet controlaccess failurerequired (10 mbps or severe electrical enclosure damage.

  • • These situations require reprogramming and engineering costs.
  more).

• On-demand

  Free troubleshooting.Support

  is
  • • 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.
  non-transferable.*

• Moving

  Free aSupport machine.does

  not
  • include
    Alexsys,
    • ManyPronest, times,or movingSheetCAM. aPartners machinecan requiresuse extensivefree troubleshootingonline andmanuals, re-configuration.
    contact
    CadCAM
  companies
  directly, or remote training can be purchased.

• Customization

  Limited to software1 programming.hour

  of
  • dedicated
    support,
    • In-depthper productcall, customizationbased ison donecurrent bytechnician ouravailability.** software development(Based teamon andhow ismany notclients coveredneed insupport support.
    that
  day).

• Non-MachMotion

  Paid hardwareoptions troubleshooting.for

  Dedicated
  • WeSupport canor occasionallyon-site pointservice youare inavailable thebased righton direction,your but troubleshooting non-MachMotion hardware is not covered under our free support policy.
  needs.

IfNotes: 

• *Non-transferable means the free support package does not transfer to another company if the machine is sold. However, lifetime support can be purchased by the new machine owner.

• **Limited to 1 hour means after a call our technicians may have to assist other partners before returning to your ticket.

2: Dedicated Support 

Dedicated Support has two categories:

Dedicated Set-up Support - $95 / Hour

• When purchasing a “Self Install” upgrade package, this is crucial to make your installation process as simple as possible. You will have a qualified installation technician logged into your machine with you desire more hands-onto help or ifcoach you wantthrough the installation process. 

• This is first come first serve, so schedule as soon as possible. Standard lead time is 3 to limit4 weeks. 

• Purchased in 3 hour time slots. 

Dedicated Emergency Assistance - $115 / Hour

• When free support does not meet your downtimeline and needs, you can purchase emergency assistance. We will have a dedicated technician work with you without interruptions until the machine is running and production ready.

• Weekend Dedicated Emergency Assistance is also an option based on availability ($230 / Hour).

• This is also a great option for service technicians who are going on site and need MachMotion to give them urgent support. 

• This is first come first serve, based on technician’s availability. 

 3: On Site Service

Standard On Site Service - $165 / Hour

• You can schedule a qualified technician to come on site and help troubleshoot or repair your machine. 

• Travel time, youtravel mayexpenses, preferand oneper-diem are quoted with a service visit. Contact support@machmotion.com for a quote. 

• Minimum 8 hours of ourbilled paidtime.  

• Scheduled based on availability.

Emergency On Site Service - $330 / Hour

• For an emergency service options:visit (3 or less business days’ notice), you can also schedule a qualified technician to come on site and help troubleshoot or repair your machine. 

• Travel time, travel expenses, and per-diem are quoted with a service visit. Contact support@machmotion.com for a quote. 

• Minimum 8 hours of billed time.  

• Scheduled based on availability.

4: Preferred Partners Priority Support 

• It is the responsibility of the preferred partner to provide front line support to their customers. If our preferred partner is not able to resolve the issue or needs assistance, MachMotion will give priority support. MachMotion can work directly with an end customer after our preferred partner has initiated a ticket. 

• MachMotion’s preferred partners jump to the front of the line. The goal is 1 hour call back, but is based on availability. 

• Partners can request MachMotion to represent them while doing customer support or service calls (wearing their shirts or logos).

A5: LaYearly CarteService OptionsContract 

• Focused Set-up/Customer

  Premium TrainingSupport for- $135/hour.4,000/year annual subscription fee per control.

• 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

  Dedicated differentEmergency levelsAssistance toguaranteed fit your company’s needs.

• Guaranteedwith 1 hour (orcall less)back.
  response time.
• On-demand troubleshooting

  20 includedhour max per yearly subscription.*

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

Preventive Maintenance (PM) Plan - we’llRequest stickQuote. with

you

until

the
• problem

  Onsite ispreventive solved!maintenance

• Quick access

  Machine tohealth ourcheck

  development
team
• at

  Software theupdates

  gold level.

Machine Remote Monitoring - Request Quote

• Monthly remote monitoring of your machine. 

• Alert maintenance checks of potential issues.