Customer Support

Work through device checks, account activation, network connection, map creation, waypoints, charging-dock calibration and emergency-stop and obstacle-avoidance tests, then create a first low-speed task with no payload.

Check for large structural changes on site, anything blocking the sensor windows, whether the map is correct and where the robot started. If the problem persists, export the localisation log and recalibrate.

Check that the approach to the dock is clear, the dock has power and the contacts are clean, verify the dock's direction and the docking space in the map, then try aligning manually at low speed.

Draw the area in map management, set speed or access rules and sync them to the device. Back up the production map and schedule a test task before changing it.

Please provide the product model, serial number, purchase information, fault description, time of occurrence, site photos, and device logs by phone or email. A service engineer will then provide shipping or on-site handling instructions.

The serial number is usually on the device plate, the packaging label, the warranty documents and the device management page. Do not publish it or share it unnecessarily.

A service request generates a ticket number, and you can check acceptance, inspection, quotation, repair, testing and return status through the support team.

Damage from an expired warranty, unauthorised disassembly, unapproved parts, impact or water ingress, overloading, incorrect charging, harsh environments or third-party development is normally not covered.

Go to the developer resources and interface documentation in the Resource Center and pick the material for your model and software version. Project-specific interfaces are provided by technical support within the agreed scope.

Check the endpoint, client time, credential status, permission scope, signing algorithm and request headers. Production keys must never appear in front-end code or a public repository.

Subscribe to state or use callbacks for online status, battery, position, alerts and task changes, and handle duplicates, delays, reconnection and periodic polling to stay in sync.

Keep emergency stop, speed limits, collision protection and manual takeover in place, and handle disconnection, timeouts, invalid coordinates and control conflicts. Validate all custom code in isolation at low speed with no payload.

Choose by indoor or outdoor environment, slope, payload size, task frequency, runtime window, handover method and third-party interfaces; for complex sites we recommend a survey first.

Prepare a site plan, task routes, payload weights and dimensions, daily task volume, operating hours, network conditions, system interfaces and your target go-live date.

Depending on the project stage we can arrange a remote demonstration, prototype testing or an on-site proof of concept; scope, duration, transport and site conditions are agreed in advance.

We provide site surveys, map building, system integration, operator training, trial running, acceptance, and ongoing upgrades, repairs, spare parts and operational improvements.