Before installation
RAS reviews part fit, floor space, utilities, loading, safety planning, and team readiness before installation work begins.
Support and warranty
Support from installation onward.
From installation readiness and training to service requests, parts, and warranty questions, RAS keeps support connected to your machine and your production needs under the applicable warranty or service terms.
When you contact RAS
Help us identify the system quickly.
Have the machine serial number, a clear description of the issue, the best contact person, and any useful alarm photos, screenshots, or logs ready.
What to expect
A clear path from question to resolution.
RAS support is organized around the installed system so service history, attachments, findings, and corrective actions stay together.
Installation and training
Your team receives system commissioning guidance, operator training, production validation, and the documentation needed to begin controlled operation.
Ongoing service
Use the RAS customer portal to identify your system, submit a request, attach photos or files, and keep service information connected to the machine.
Warranty questions
RAS reviews the system record, reported issue, warranty terms, and available service path, then confirms the next step with your team.
Response expectations
Priority is based on operating impact.
These are initial-response targets measured from a complete portal request. They are not guaranteed resolution times; safety, parts, travel, customer access, connectivity, and issue complexity can affect the service plan.
Machine down
Initial response target: within 4 hours
Production impacted
Initial response target: within 8 hours
Normal service request
Initial response target: within 48 hours
Question or training
Initial response target: within 96 hours
Important safety boundary
Computer access never authorizes robot motion.
Remote access to a machine PC does not bypass E-stops, guards, safety controls, operating modes, enabling devices, or physical machine permissives. All machine operation remains subject to the system documentation and site safety procedures.
Warranty coverage and service responsibilities are determined by the applicable sales agreement, warranty documents, system condition, and service findings. RAS confirms coverage before warranty work proceeds.