Support & Service Plans

MachMotion’s goal every day is to help companies maximize uptime and make them successful. While supporting 1000s of CNC Controls in the industry, we strive to prioritize 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 a LIVE technician Monday - Friday, 8:30 am - 4:30 pm CST/CDT. 4-hour call-back guaranteed

Free Support Requirements

Stable internet access required (10 mbps or more).
Access to TeamViewer remote login software.
Free Support is non-transferable.*
Free Support does not include Alexsys, Pronest, or SheetCAM. Partners can use free online manuals, contact CadCAM companies directly, or remote training can be purchased.
Limited to 1 hour of dedicated support per call, based on current technician availability.** (Based on how many clients need support that day).
Paid options for Dedicated Support or on-site service are available based on your needs.

Notes:

*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 that after a call, our technicians may have to assist other partners before returning to your ticket.

2: MachMotion Support Levels (Per Machine)

MachMotion offers tiered support plans to match the level of responsiveness, software access, and operational protection your shop requires.

All plans are priced per machine.

Support Plan Comparison

Feature	Standard (Included)	Priority ($600 / Year)	Premier ($1,200 / Year)
Annual Cost	Included	$600 per machine	$1,200 per machine
Callback Response Time	4 business hours*	Priority queue	Front-of-line priority
Support Priority	Standard	Priority handling	Highest priority
Software Upgrade Cost	$499 per upgrade	$299 per upgrade	Included at no cost
Bug Fixes & Critical Patches	Included	Included	Included
Extended Phone Hours (6am–8am)	—	—	Included
Service Parts Discount	—	—	10% Discount

*Response time may be extended when priority is given to paid support tiers.

Standard Support (Included)

Standard Support is included with every MachMotion machine and provides reliable standard coverage.

What’s Included:

4-hour callback response time during standard business hours
Access to technical support
Bug fixes and critical software patches
Optional software upgrades available for $499 per upgrade

Standard is ideal for shops that:

Have lower production urgency
Are comfortable with standard queue placement
Upgrade software occasionally

Priority Support – $600 per Year

Priority Support is designed for customers who want faster response times and reduced downtime risk.

What’s Included:

Priority placement in the support queue
Faster turnaround compared to standard coverage
Discounted software upgrades at $299 per upgrade

Priority is ideal for shops that:

Run consistent production schedules
Want quicker response times
Upgrade software periodically and want reduced upgrade costs

Premier Support – $1,200 per Year

Premier Support provides maximum uptime protection and premium service access.

What’s Included:

Front-of-line priority support
Exclusive extended phone-only support hours from 6:00 AM – 8:00 AM
All software upgrades included at no additional cost
10% discount on eligible service and replacement parts

Premier is ideal for shops that:

Depend heavily on machine uptime
Run tight production deadlines
Want predictable annual costs for upgrades
Value early-morning access to live support

Which Plan Is Right for You?

Choosing the right support level depends on how critical uptime is to your operation.

Choose Standard if:

You operate at a steady pace, can accommodate standard response times, and only upgrade software occasionally.

Choose Priority if:

Downtime impacts your production schedule and you want faster access to support without committing to the highest tier.

Choose Premier if:

Machine uptime is mission-critical, production delays are costly, and you want maximum priority access plus predictable software costs

2:3: 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 to help coach you through the installation process.
This is first-come, first-served, so schedule as soon as possible. Standard lead time is 3 to 4 weeks.
Purchased in 3-hour time slots.

Dedicated Emergency Assistance - $115 / Hour

When free support does not meet your timeline 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 the technician’s availability.

3:4: 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, 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.

Emergency On-Site Service - $330 / Hour

For an emergency service 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:

5: Preferred Partners 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 support. MachMotion can work directly with an end customer after our preferred partner has initiated a ticket.
Partners can request MachMotion to represent them while doing customer support or service calls (wearing their shirts or logos).