Service & Support Plans
Four service tiers built for real robot operations. Faster response times, onsite labor, preventive maintenance, swap protection, and consumables coverage scale up as your uptime requirements scale up.
Which plan is right for you?
Pick the support level that matches your operating environment, response-time expectations, and uptime requirements.
Basic
Standard warranty plus pay-as-you-go service.
- 12-month robot warranty
- 4 business-day response
- Service billed by hour + mileage
Silver
Predictable remote support during business hours.
- Unlimited remote technical support
- 72-hour response
- Pick-up and return service included
Gold
Onsite labor, faster response, yearly preventive maintenance.
- Unlimited technical support
- 48-hour response
- After-hours support included
- Onsite labor & travel
- 1 preventive maintenance visit per year
- Trade-in eligible at a discounted rate
Platinum
Premium continuity for high-dependency operations.
- 24-hour response
- Same-day or next-day onsite
- 12-month battery & charger warranty
- 1 preventive maintenance visit per year
- 1 yearly training refresh
- 1 yearly mapping & settings refresh
- Swap program: replacement shipped within 72 hours
- Care Pack (consumables) included — 1 annual shipment
- Trade-in eligible at a discounted rate
Compare plan coverage
| Category | Basic | Silver | Gold | Platinum |
|---|---|---|---|---|
| Best For | Standard warranty coverage with service billed as needed | Predictable remote support during business hours | Stronger warranty + onsite service and faster response | High-dependency operations that require premium service, onsite same-day or next-day support, swap protection, and consumables coverage |
| Warranty Coverage on Robot* | 12 months | 12 months | 12 months | 12 months |
| Warranty Coverage on Batteries and Chargers* | 3 months | 3 months | 3 months | 12 months |
| Software Updates | Yes | Yes | Yes | Yes |
| Access to Technical Support | Paid by hour + Mileage | Unlimited | Unlimited | Unlimited |
| Response Time | Within 4 business days | Within 72 hours | Within 48 hours | Within 24 hours |
| After Business Hour Support | Paid by hour + Mileage | Paid by hour + Mileage | Included | Included |
| Labor & Travel | Paid by hour + Mileage | Remote | Onsite | Onsite (Same-Day or Next-Day Guarantee) |
| Pick-Up & Return Service | Paid by hour + Mileage | Included | Included | Included |
| Preventive Maintenance Visits | Paid by hour + Mileage | Paid by hour + Mileage | 1 per year | 1 per year |
| Refresh or New Staff Training (onsite or remote) | Paid by hour + Mileage | Paid by hour + Mileage | Paid by hour + Mileage | 1 per year |
| On-Demand Mapping & Settings Refresh | Paid by hour + Mileage | Paid by hour + Mileage | Paid by hour + Mileage | 1 per year |
| Swap Program | Not included | Not included | Not included | Guaranteed replacement shipped within 72 hours |
| Care Pack (Consumables) | Pay-As-You-Go | Pay-As-You-Go | Pay-As-You-Go | Included (1) |
| Trade-In Program | Not included | Not included | Yes, discounted | Yes, discounted |
Important coverage notes
* Misuse and abuse coverage is not included.
(1) One annual shipment of consumables is provided, containing all replacement parts and supplies needed to support a full year of standard robot operation.
Extended warranty (one year of additional coverage past initial expiration) and add-on support packages are available on request and are governed by the same plan terms. Batteries are covered for three months from the original purchase date and are not included in any extended-warranty add-on.
For complete warranty exclusions, service conditions, and plan-specific terms, review RobotLAB’s General Terms & Conditions.
Terms control. This page is a planning summary. Final coverage depends on the signed agreement, statement of work, eligible equipment, and the current Terms & Conditions.
Need plan guidance? Our service team can confirm which plan fits your robot model, deployment scope, and operating environment.
Need help choosing the right support plan?
Our team can help you evaluate deployment size, response-time expectations, and continuity needs to recommend the best fit for your environment.