Service & Support for your robots
RoboMercato Service & Support is our care plan for commercial robots. It includes two planned engineer visits a year, routine wear parts supplied and fitted, quarterly health checks, and priority handling with a named case owner when something goes wrong.
Ask for a service quoteAt a glance
- Term
- 12 months minimum from go-live, then renews annually
- Support hours
- 09:00–17:30, Monday to Friday (excluding UK bank holidays)
- Contact
- support@robomercato.com · 020 8058 9912
- Price
- Ask for a quote — priced per robot with your order
A typical year
Month 3
Engineer visit
Month 6
Remote health check
Month 9
Engineer visit and PAT test
Month 12
Remote check and annual summary
Standard Support (every robot)
Every robot we supply includes acknowledgement within 4 support hours, triage and basic troubleshooting, escalation to the manufacturer’s support network, warranty claim coordination and case tracking.
Service & Support adds:
What’s included
Priority response
Front of the queue, target acknowledgement within 2 support hours; remote diagnosis using the robot’s logs and cloud data, plus your photos or video.
Limits: Response times are targets within support hours.
Robot-down ownership
Critical issues reported by 15:00 get remote triage the same support day (otherwise by 12:00 next day); a named case owner manages the issue to closure and updates you at least daily.
Limits: We commit to response and ownership; fix times depend on the fault and, for warranty repairs, the manufacturer’s process.
Two scheduled visits a year
About every 6 months, up to 2 hours on site: safety check, sensor cleaning, inspection of wheels, brushes, squeegees, filters, tanks and charging, battery and error-log checks, software updates, minor schedule or map tweaks, a test run and a 15-minute operator refresher. Written report within 3 business days.
Limits: Dates agreed 10 business days ahead; cancellations with under 2 business days’ notice count as used; parts beyond the consumables allowance are quoted.
One priority call-out a year
If remote triage can’t fix it, an engineer comes to site whatever the cause, aiming to attend within 3 business days, up to 2 hours on site.
Limits: Parts not included (warranty parts via the manufacturer, others quoted); further call-outs at member rates.
Routine consumables
Up to two six-month consumables kits a year, delivered before each visit; the engineer fits one set and guides your operator to fit the second.
Limits: Sized for single-shift use; chemicals, battery, charging station and other parts not included; kit contents set by the manufacturer.
Quarterly health checks
Four a year — two during visits, two by 30-minute call — reviewing cleaning hours, coverage, missed tasks, alerts, wear parts and battery behaviour, with agreed next actions.
Training and minor configuration
Up to 2 hours a year, remote: operator refreshers, schedule/mode/task-area changes, no-go zones, app users.
Limits: New maps, remapping, onsite training and integrations are quoted separately.
Warranty coordination
Your case owner raises the claim with the right evidence, arranges repair or replacement and keeps you updated.
Limits: Warranty is provided by the manufacturer through its authorised UK distributor; this plan does not extend it.
Records and compliance
Service log per robot, visit reports, annual service summary and an annual PAT test certificate for charging equipment.
Limits: Available on request at any time.
Member discounts
10% off standard rates for extra remote or onsite support, remapping, training, parts and consumables.
Limits: Extra work is quoted and agreed before it starts.
All allowances apply per robot per contract year and do not roll over. The plan applies to every robot we supply; consumables kit contents and visit checklists are tailored to each model, and we confirm them when quoting.
Reporting an issue
| Severity | How we respond |
|---|---|
| Critical | Phone us. Reported by 15:00: remote triage the same support day. Otherwise by 12:00 the next support day. A named case owner updates you at least daily. |
| Major | Priority acknowledgement within 2 support hours, then remote diagnosis. |
| Minor | Standard acknowledgement within 4 support hours, then triage. |
Please include: robot name or serial number, site, what happened and when, what you have tried, any on-screen alert, photos or video. For Critical issues, please phone.
Not included
- Parts outside warranty, including the battery and charging station
- Consumables beyond two kits a year, and cleaning chemicals
- Repairs caused by misuse, neglect, accidental damage or work by others
- Onsite visits beyond the two scheduled visits and one call-out
- New maps, remapping and integrations with doors, lifts, access control or IT systems
- Out-of-hours support, a loan robot, and guaranteed attendance or fix times
Your part
- Daily care as set out in the manufacturer’s user guide (tanks, brushes, sensors, charging area)
- A named site contact and trained operators
- Safe access for visits and the Wi-Fi the robot needs
- Approved detergents only
- No repairs or modifications by anyone else
Plan terms
12-month minimum, then the plan renews annually unless either party gives written notice. Prices are reviewed once a year with 30 days’ notice before renewal. Unused allowances are not refundable. Sites outside our core service area may carry a supplement, confirmed when quoting. Warranty is provided by the manufacturer and this plan does not extend it. Full terms are in the Service & Support agreement.
Frequently asked questions
What’s the difference between Standard Support and Service & Support?
Standard Support comes with every robot we supply: acknowledgement within 4 support hours, triage and basic troubleshooting, escalation to the manufacturer’s support network, warranty claim coordination and case tracking. Service & Support adds priority response, two engineer visits, one priority call-out, routine consumables, quarterly health checks and a named case owner.
How quickly will you respond?
Priority acknowledgement is targeted within 2 support hours. Critical issues reported by 15:00 get remote triage the same support day, otherwise by 12:00 the next support day, and a named case owner updates you at least daily. Standard acknowledgement is within 4 support hours. These are targets within support hours. Fix times depend on the fault.
Is a loan robot included?
No. A loan robot is not included.
Are parts included?
Up to two manufacturer consumables kits a year are included, and the engineer fits one set. Parts outside that allowance, including the battery and charging station, are not included. Warranty parts are coordinated with the manufacturer.
Does the plan extend the warranty?
No. Warranty is provided by the manufacturer. This plan does not extend it.
Can I cancel?
The plan runs for a minimum of 12 months from go-live, then renews annually unless either party gives written notice. The notice period is set out in the Service & Support agreement.
Do you cover my area?
Sites outside our core service area may carry a supplement, confirmed when quoting. Cover for a particular site is confirmed with the quote.