WhatsApp & phone
Direct to an engineer
Message the service line with a photo or a short video. You are talking to someone who services these machines, not a call centre.
Services
Service & Support
What happens after the machine lands is the part most suppliers do not write down. Here is ours, with the numbers attached.
< 2hTechnical response
7dSpare part dispatch
1yrMachine warranty
2yrLaser source warranty
Step 01
On-site Installation & Commissioning
An engineer travels to your floor with the alignment tools, cuts test parts on your material, and does not sign off until the parts pass.
- Before shipping — machine is assembled, run and cut-tested in our works.
- On arrival — level the bed, align rails and optics, verify gas and chiller circuits.
- First production — parameter set written for your material and thickness.
- Handover — acceptance sheet signed against an agreed sample part.
| Item | Included | Notes |
|---|---|---|
| Engineer days on site | 5 – 10 days | Depends on machine size and layout |
| Travel & accommodation | Quoted per project | Buyer arranges local transport and lodging |
| Foundation check | Included | We send the slab drawing before shipment |
| Alignment & optics | Included | Laser safety glasses supplied for operators |
| Acceptance parts | Included | Cut on buyer-supplied material |
| Follow-up visit | Optional | Optional, quoted separately |
Step 02
Operator Training
Training happens on your machine with your material, because parameter tables from a different shop rarely transfer.
- Day 1–2 — machine safety, start-up sequence, gas and chiller checks.
- Day 3–4 — nesting, lead-ins, kerf compensation, common cut defects.
- Day 5 — daily and weekly maintenance, consumable replacement.
- After handover — remote refresher sessions on request.
Up to six operators per visit. Training notes supplied in English — other languages on request.
Ongoing
After-sales Support
Remote diagnostics come first. Most faults are a parameter, a gas supply or a dirty lens — none of which need a flight.
Remote screen share
Read the alarm log together
We walk through the controller log and the cut sample with you. Many issues are resolved in a single session.
On-site repair
When remote is not enough
If a part needs replacing on site, an engineer is scheduled with the part in hand — not sent first to diagnose.
Process support
New material, new part
Starting a new thickness or a reflective alloy? We help you build a parameter set instead of guessing.
Parts
Spare Parts & Consumables
A lens change should not cost two weeks of production. Wear parts are kept in stock for dispatch within seven days.
| Part | Typical life | Stock |
|---|---|---|
| Protective lens | 1 – 3 months | Stocked |
| Nozzle | 2 – 8 weeks | Stocked |
| Ceramic ring | On impact | Stocked |
| Focus lens | 12 – 24 months | Stocked |
| Chiller filter | 6 months | Stocked |
| Laser source module | — | Lead time on request |
Terms
Warranty & Terms
What is covered
The machine is warranted for 12 months from the acceptance date; the laser source for 24 months. Coverage includes manufacturing defects in structure, drives, control and optics — parts and labour, excluding freight.
What is not covered
- Consumables: lenses, nozzles, ceramic rings, filters, cutting gas.
- Damage from water quality, power supply quality or unstable compressed air.
- Damage from unauthorised modification or operation outside the manual.
- Parts fitted by third parties without written agreement.
Response commitments
Technical reply within 2 working hours; on-site attendance scheduled within 10 working days of a confirmed fault, subject to visa processing and travel availability. Spare parts dispatch within 7 days of order confirmation for stocked items.
Full warranty wording is issued with each quotation and prevails over this summary.
Need service on an existing machine?
Send the model, the alarm code and a short video of the fault. We will tell you whether it is a part, a parameter or a site issue.