Technical Support

Good technology requires quality maintenance and support to continually perform at its optimum. FRAMECAD technical support services are staffed by a team of multi-lingual machine engineers and technicians who are located in our global network of regional offices and who travel anywhere in the world to support our customers with their manufacturing solutions.

System Support Agreements

FRAMECAD offers annual System Support Agreements to provide remote and diagnostic support. An annual Systems Support Agreement means that FRAMECAD is partnered with you and is supporting your use of the FRAMECAD System. You will know that your support needs will be met by the FRAMECAD System experts quickly, to minimize costly downtime or delays. Our commitment to you is the first response to your support request within one business day.

One Systems Support Agreement covers you for all your FRAMECAD equipment, even if you have equipment in different countries or being run by different teams. Under your Support Services Agreement, you can lodge support issues for equipment and software, including general troubleshooting, diagnostics spare part identification, and basic software user guidance.

Once you have signed up to a System Support Agreement, you will have access to FRAMECAD Care in MyFRAMECAD to raise your support requests and to track your requests as they are addressed.

Scheduled Servicing Contracts

You can choose to ensure that your equipment always receives the highest level of preventative maintain care, at the right time, by choosing to have a Scheduled Equipment Servicing Contact. An expert FRAMECAD technician will come to your site and carry out our scheduled servicing, when your equipment needs it most. Rather than worrying about things going wrong, rest assured that the servicing of your equipment is fully taken care of, by choosing a scheduled equipment service contract. Available in 1 to 5 year plans.

At every service you’re guaranteed:

• On-site preventative maintenance services performed to FRAMECAD specifications
• Trained FRAMECAD technicians with extensive equipment knowledge inspect and maintain your equipment
• The latest insight, knowledge and advice on maintaining your assets
• Reports highlight any additional indicators or parts that should be addressed, to prevent future costly repairs

Fixed Pricing Servicing

Want the assurance that your servicing will be done to the highest standard, with the flexibility to have our technicians come as you want? FRAMECAD offers one-off fixed price equipment servicing. FRAMECAD quote you a fixed price today for your equipment, regardless of its servicing history.

At every service you’re guaranteed:

• On-site preventative maintenance services performed the FRAMECAD specifications
• Trained FRAMECAD technicians with extensive equipment knowledge inspect and maintain your equipment
• The latest insight, knowledge and advise on maintaining your assets, from the experts
• Reports to highlight any additional indicators or parts that should be addressed, to prevent costly repairs
  
  

Diagnostic and Parts Identification

When a spare part is required, sometimes it is not immediately clear what the problem is.
Under your annual System Support Agreement, FRAMECAD will work with you to diagnose the problem to determine which parts are required.

Emergency Support

Sometimes emergency support may be required from FRAMECAD Care to resolve an issue. In instances where the issues can be resolved with remote online support and guidance, FRAMECAD provides online emergency support. This is covered by the annual systems support agreement.