Dedicated support, worldwide
Labman’s team of dedicated support engineers provide training and assistance worldwide to our customers. This includes provision of preventative maintenance services for our robotic systems, response to failures, and remote support.
Support features
Phone and email support
Speak directly to Labman’s dedicated team of support engineers for friendly, informed advice.
Remote support
Most issues are reported by Labman’s telemetry platform Traciot. Problems can be swiftly identified for rapid fixes. Issues are resolved remotely via TeamViewer which provides engineers with access to the system software at your facility. Remote repairs can be completed on site, supported with guidance and training from Labman engineers via a Hololens.
Preventative maintenance packages
Planned maintenance visits can solve problems before they arise, minimising system down-time. The visits include a thorough inspection from a mechanical, software and electrical perspective. Support engineers will fine tune and optimise the system.
Spares pack
A stock of critical items can be included and kept at your facility, to facilitate speedy and cost-effective repairs using the Hololens.
Guaranteed response times
For total peace-of-mind, our guaranteed response times ensure you get a solution rapidly, no matter the issue or where you are based.
Ad-hoc callouts
We understand that an automated system is often an integral part of a company's working process. Labman's support team ensure you can get solutions quickly when unforseen problems arise.
traciot_id
Laboratory Telemetry Platform
Traciot (pronounced “Track-I-O-T”) is a fully integrated laboratory telemetry platform, designed from the ground up for flexibility and ease of integration. It serves to provide usage statistics and it is a powerful maintenance tool.
The platform allows the upload of data from a variety of platforms such as robotic hardware, lab instruments and environmental management systems. Labman engineers, system operators and laboratory managers based anywhere across the globe can benefit from remote access to this data.
Support tickets
A support ticket system allows automatic, or manual raising of ‘tickets’ for issues which arise on the robot. This keeps track of all issues raised and allows transparent communications between engineers and users. Engineers are notified immediately for rapid response time.
Data driven part replacement
Traciot can count individual movements, occurrences or time usage on the system’s hardware. When a component fails, the current usage count can be flagged and this data can then be used to help predict future failures. Maintenance schedules can be created ranging from basic checks to component replacement. This method of proactive maintenance provides a range of benefits from stock/parts management to minimising system down-time.
Support packages
Every Labman system comes with a complimentary one year warranty as standard.
Out-of-contract support
Labman recommend that an extended support plan be put in place before the warranty ends to ensure that you have system support beyond the first year.
If you choose not to take a Labman Support package, we can still help. Please ask a Labman representative for more information.
Basic
~ 5%*
Phone support
Email support
Remote software support
Standard
5 - 15%*
Phone support
Email support
Remote software support
Preventative maintenance package
Small parts
Traciot access
Premium
POA*
Phone support
Email support
Remote software support
Preventative maintenance
package
Stock and small parts
Extra call outs
Guaranteed response times
Traciot access
*An approximate guide for the cost per annum of each level of support is shown above as a percentage of the system cost. Please speak to your Labman representative for an accurate costing for your preferred support package.
Get in touch
We are continually working to improve our support service and we welcome any feedback you may have.
If you would like to make an enquiry or have any questions, please get in touch today at [email protected]
