Ticket details
Basic robot and site information helps us identify the support pathway quickly.
- Robot model
- Site location
- Issue description
- Purchase or warranty information, if known
- Operating conditions
Automaate provides warranty assessment, technical support, servicing and billable support pathways for Automaate-supported robots across Australia and New Zealand.
This page explains how support requests are reviewed, when warranty may apply, and when billable support may be required.
When you log a support ticket, Automaate reviews the information provided to determine the correct next step.
Basic robot and site information helps us identify the support pathway quickly.
Photos, videos and error messages help determine whether the issue can be assessed remotely.
Automaate reviews whether the issue appears product, site, consumable, damage, misuse or operator related.
Where more information is required, Automaate may request additional photos, robot details or site information.
Warranty support may apply where the issue is caused by a covered product fault within the applicable warranty period.
Warranty coverage is subject to the relevant robot warranty terms, correct use, correct maintenance and manufacturer assessment where applicable.
Warranty generally does not cover issues caused by site conditions, misuse, damage, operation-related issues, consumables, normal wear or unsupported use.
Billable support may apply where an issue is not covered by warranty or where technical support is required for operational, site-related or user-related issues. Charges are confirmed before billable work proceeds.
Non-warranty support is charged at Automaate's current support rate.
Some tickets may require additional costs depending on location, parts and supplier involvement.
Where possible, Automaate will attempt to resolve issues remotely before arranging onsite support.
Onsite attendance may be required where physical inspection, servicing or repair is needed.
Incomplete information may delay support assessment, so clear robot details and evidence help Automaate confirm the right next step.
To help Automaate assess the issue, please include the key information below.
Some robot issues are resolved by replacing consumables or spare parts. Consumables and normal wear parts are generally not covered under warranty unless otherwise stated in the applicable warranty terms.
After reviewing your support ticket, Automaate confirms the support pathway as quickly as possible.
Automaate may provide troubleshooting steps or request further information to clarify the issue.
Where appropriate, Automaate may confirm whether warranty assessment is required.
Automaate may recommend spare parts, consumables, onsite support or repair work.
Where required, Automaate may escalate the issue to the manufacturer for technical review.
Support may be free where the issue is covered under warranty. Non-warranty support, site-related issues, operation-related issues, consumables, damage and out-of-warranty service may be billable.
Automaate will review the support ticket, warranty status, issue type and available evidence before confirming whether warranty assessment applies.
Consumables and wear parts are generally not covered by warranty unless otherwise stated in the applicable warranty terms.
Remote support may be billable where the issue is outside warranty or relates to operation, site conditions, operator guidance, settings or maintenance.
Non-warranty onsite support is charged at Automaate's current support rate. A 3-hour minimum may apply.
Yes. Automaate can arrange onsite support where required, subject to location, availability, issue type and applicable charges.
Where required, Automaate may escalate the issue to the manufacturer or supplier for technical review, warranty assessment or further guidance.
Automaate provides support pathways for Automaate-supported robots across Australia and New Zealand.
Log a support ticket with the robot model, site details, issue description and any photos or videos so Automaate can confirm the right next step.