Remote diagnostics, now live
Remote edgebander support
Machine stopped, or the edge quality gone wrong? Get expert help to find the fault and work towards a fix, wherever you are.
REMOTE SUPPORT
Rate
£95+ VAT
- Time
- 45 minutes with an edgebander engineer
- How
- Phone, video call, photos or messages
- Not fixed?
- £45 of the fee comes off the site visit
- Where
- Wherever your machine is
How it works
Remote when possible. On site when necessary.
Don't wait days to find out whether you need an engineer. The first three steps happen on the phone or a video call.
- 1Remote
Tell us what's happening
Machine make and model, photos, video, alarm codes and a description of the problem.
- 2Remote
Remote diagnosis
We work through the problem with your operator or maintenance team.
- 3Remote
Parts and repair
If a part is suspected or found, we advise on next steps and replacement options.
- 4On site
On site
If it can't be fixed remotely, an Edge Assist engineer comes to the machine.
Care plans
A dedicated engineer who knows your machine.
Available when you need support. Two levels, both business only, both with the same loyalty reward after a year.
Service plan
Care
Essential ongoing support
£149+ VAT a month
1 scheduled 45 minute support call a month
- Remote fault diagnostics
- Photo and video fault assessment
- Technical support for operators
- Service and maintenance reminders
- Advice before small issues become bigger repairs
- Priority booking when an engineer is needed
- Preferential service rates
- One point of contact who gets to know your machine
Service plan
Care+
Priority support and preventative care
£249+ VAT a month
2 scheduled 45 minute support calls a month
- Priority remote fault diagnostics
- Photo and video fault assessment
- Technical support for operators
- Quarterly machine health check-ins
- Service and preventative maintenance planning
- Annual machine health review
- Recommendations based on recurring issues
- Highest priority for engineer attendance
Why take out a plan
What it means in practice.
Why Care?
£149 + VAT / month
You already know the standard of support. Care gives you that support all year, not just when something goes wrong.
- Faster help when you have a fault
- Photos or video for a first assessment
- Advice before a small issue becomes a bigger repair
- Service and maintenance reminders
- Priority booking when you need an engineer
You don't need to wait for a major breakdown to start. Care gives you a direct support relationship from day one.
- An experienced edgebander engineer on hand
- Help understanding faults and machine issues
- Photo and video assessment before a visit
- Maintenance guidance to prevent downtime
- Priority access for future bookings
Why Care+?
£249 + VAT / month
If Edge Assist already looks after your machine, Care+ turns that into ongoing priority support.
- Priority remote diagnostics when a fault appears
- Technical support for your operators
- Quarterly machine check-ins
- Help planning servicing and maintenance
- Preferential labour rates
We get to know your machine, your operators and how you use it, so future fault finding and maintenance is quicker.
- Priority technical support
- Remote fault diagnosis
- Regular machine health check-ins
- Planned maintenance rather than reactive repairs
- Preferential labour rates
The small print
In plain English.
The full Care and Care+ terms run to fifteen sections and are agreed before you join. These are the parts people ask about.
- 01Minimum term
- 12 months, invoiced monthly in advance, plus VAT
- 02After 12 months
- Rolling monthly. Cancel with 30 days' notice in writing
- 03Who for
- Business customers only
- 04Support calls
- Booked in advance. Unused calls don't carry over
- 05Engineer visits
- Not included. Labour, travel and parts are quoted first
- 06Loyalty
- After 12 paid months, 50% off the labour of one annual service (up to 8 hours)
Q01Am I tied in?
Care and Care+ have a 12 month minimum, invoiced monthly in advance. After that they roll on monthly and you can cancel with 30 days' notice in writing.
Q02Are engineer visits included in a plan?
No. The plans cover remote support and the benefits listed, plus priority booking and preferential rates when an engineer is needed. Labour, travel and parts for a visit are explained and agreed before any chargeable work starts.
Q03What if I don't use my support calls?
Calls are booked in advance each month. Unused calls don't carry over to the next month and can't be swapped for a refund.
Q04Is there anything for staying with you?
Yes. After 12 months of paid subscription on either plan, you get 50% off the labour of one standard annual service on one machine, up to eight hours. Travel, parts and extra repairs are charged as normal.
Every hour of downtime matters
Machine stopped?
Have the make and model to hand and ring. Or tap what is happening and we call you back.