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 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.

Technical Support

Annual Systems Support Agreements

FRAMECAD offers annual Systems 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 minimise 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 Systems Support Agreement, you will have access to the MySupport in MyFRAMECAD to raise your support requests and to track your request as they are addressed. 

 

Warranties

FRAMECAD products come with a comprehensive warranty and any issues which are covered by warranty will not be charged towards customer’s prepaid support hours accounts.

Diagnostic and Parts Identification

When a spare part is required, sometimes it is not immediately clear what the problem is.

Under your annual systems 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 an annual systems support agreement. Technical assistance can be provided where onsite help is needed.

Scheduled Servicing Contracts 

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

Fixed Pricing Servicing

Want the assurance that your servicing will be done to the highest standard, with the flexiblity to have our technicians come as you want? FRAMECAD offers one off fixed price equipment servicing. Your FRAMECAD technician or FRAMECAD staff can 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
     


 

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