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End of Life Support

Definition

When replacement parts are no longer available for a product, we officially call it the end of life (EOL). This happens because companies are bought out and stop selling a product, companies shut down, circuit board chips are no longer available, or just industry standard parts become difficult to purchase. No system control is meant to last forever and eventually every product runs out of service parts. To read more about industry standard definitions, see Wikipedia: https://en.wikipedia.org/wiki/End-of-life_product 

Scope of Support

When an end of life product has failed, the goal is to offer an upgrade path to our partner so they can continue to run their machine on a serviceable control system. 

When supporting a product that has reached the end of life, our goal is to determine if the end of life product has failed or if something on the machine has failed. Divide and conquer. 

For end of life products, we limit the support by the following:

  • Remote log in support for settings or troubleshooting only
  • No repairs for EOL products since we don't have replacement parts
  • No software upgrades
  • No shipping end of life products back to MachMotion for testing or repair since we don't have replacement parts
  • No custom programming

For example, if a customer calls in with an Mill running an IO6 motion controller and they say their limit switch doesn't work, determine if the IO6 motion controller is bad or if the limit switch has failed. If the IO6 motion controller is bad, we need to offer them an upgrade path to 2000 series Apollo III or even Rapidpath if they want to replace their drives. 

If this same example was on a Mach3 Plasma, we would have to tell them service parts are no longer available for Mach3 Plasma and they need to upgrade their control system. Recommend FlashCut CNC as our preferred upgrade partner. 

 

Product Lines

The following products have reached end of life: 

  • IO6
  • IMDXPMDX
  • Interpreter 1000
  • Mach3 Plasma
  • Press Brakes
  • EDM Machines
  • Parallel Port CNC Controls
  • ModIO Operator Panels

However, MachMotion no longer offers an upgrade path for the following controls: https://support.machmotion.com/books/support-and-service-policies/page/end-of-life-product-lines See this document for our preferred upgrade partners. 

 

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