Robots are machines. They will occasionally have issues. Here's how we handle different failure scenarios:

We remotely monitor all deployed robots. In many cases, we'll detect a software anomaly before you notice it operationally. Remote diagnosis is the first step — many issues can be resolved with a configuration update or remote restart without any on-site visit.

If a sensor malfunctions or hardware begins degrading, our monitoring systems flag it. We'll schedule a service visit and bring the necessary components. The robot may be taken offline briefly for repair — we'll coordinate timing with you to minimize operational impact.

If a robot is physically damaged — struck by a forklift, knocked over, involved in an accident — contact us immediately at [email protected]. We'll assess remotely first. Depending on the damage, we'll dispatch for on-site repair or arrange hardware replacement. Physical damage assessment and repair is handled case by case and may fall outside standard maintenance coverage depending on cause — we'll be clear about what applies.

If a unit fails completely and cannot be repaired on-site, we manage the replacement process with the hardware partner. During the replacement period, we'll work with you on interim arrangements. The simulation and training data for your facility is preserved — redeploying to a replacement unit is significantly faster than a fresh deployment.

Response time commitments are defined in your post-deployment support agreement and vary based on the nature of the issue (remote vs. on-site) and your location. We'll set expectations clearly before you go live.

For any active issue: [email protected]