What the 12-month warranty and the 825 EUR engineering day rate actually cover

A warranty is worth reading as a document before anything breaks, not after. The two numbers that matter alongside it are what a fix costs once it falls outside that document, and how fast a reply actually arrives before either question comes up.

What the 12-month warranty covers.

Every AGIBOT supply from Robotoplus includes commissioning and an operator briefing at delivery, then service handling inside the EU for the first twelve months. Commissioning and the briefing happen once, at delivery; service handling runs for the length of the covered period afterwards. If the machine stops during that period, a named engineer responds the same working day and starts remotely rather than by scheduling a visit first.

Remote-first is the default answer, not a corner cut.

A defined response window is worth more than a promised repair time, because a reply from a named person on the same working day, rather than a ticket dropped into a queue, is what actually decides whether a stopped line waits a day or a week. Several failure classes are diagnosed, and some resolved, before anyone leaves an office: a stuck routine, a misread sensor, a firmware step that needs redoing. What is deliberately not published as one flat number is an on-site attendance time. Robotoplus states that on-site attendance is set in the service agreement rather than promised as a single figure for every site, because an hour's drive and a border crossing are different commitments, and agreeing the real one in writing beats quoting a number that will not hold for both.

What sits outside the warranty is billed by the day, and the on-site rate is published.

On-site engineering is 825 EUR per engineer per day within Europe, with travel and accommodation included. That covers additional engineering during a proof of concept beyond proving the task is possible, and scoped support once the covered service period ends. A pre-purchase consulting assessment, and any work done remotely, are quoted per request, because desk time and a day on your floor are not the same cost. Having the published figure in hand before any of it starts is better than reading it off an invoice for the first time.

Ask for two things in writing before signing, not after.

The on-site attendance term the service agreement actually states, in hours or days rather than in the word "prompt". And whether a specific task is priced inside commissioning or billed separately at the day rate, because a job that looks like a warranty fix and turns out to be engineering work is the disagreement that shows up on an invoice rather than in a conversation. Both are answerable before a machine is ordered, and neither is answerable from a spec sheet.

A support agreement that reads well is one where the boundary between free and billed was written down before anything broke, not one discovered afterwards, on an invoice, by whoever is holding it.