Items to confirm in writing
| Support item | Questions to resolve | Evidence |
|---|---|---|
| Documentation | Which manuals, wiring diagrams and parameter backups are included? | Document list |
| Remote commissioning | Platform, hours, language and prerequisites? | Written scope and schedule |
| Training | Operator topics, duration and delivery method? | Training outline |
| Spare parts | Startup list, wear parts, lead time and shipping? | Priced spare-parts list |
| Warranty | Duration, exclusions, parts/labor/freight responsibility? | Warranty terms in contract |
| Local service | Is a qualified dealer named for the destination? | Written dealer/service confirmation |
Buyer-site readiness
- Stable electrical supply matching the confirmed voltage, frequency and phase.
- Compressed air, extraction, network/computer and floor requirements where applicable.
- Operators available for remote sessions and translation if needed.
- Material, tooling and measuring equipment ready for commissioning.
- Named person responsible for maintenance and communication.
Dealer and integrator responsibilities
For distributor markets, define who handles selling, site surveys, installation coordination, operator training, first-line diagnostics, spare-parts stock and escalation to the factory. Territory alone is not a service plan.
Confirm support scope with the quotation
Send panel size, material, required operations, target output, voltage and destination country.
CNC support and spare-parts questions
What can remote CNC machine support cover?
Remote support can cover installation checks, parameter review, alarm diagnosis, software guidance and parts identification when the site provides clear video, photos and machine data.
Is on-site installation included in the machine price?
Do not assume it is included. The quotation should state whether installation is remote, factory-supervised, dealer-provided or separately charged, including travel costs.
Which spare parts should be ordered with a new machine?
Start with wear items, sensors, switches, collets, seals, filters and any model-specific components recommended for the first operating period.
What must the buyer prepare before commissioning?
Prepare stable power, grounding, compressed air, dust extraction, network or software access, lifting equipment, foundation space, materials, tools and trained operators.