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AXYZ Annual Support Packages Frequently Asked Questions AXYZ Annual Support Packages Frequently Asked Questions

AXYZ Annual Support Packages Frequently Asked Questions AXYZ Annual Support Packages Frequently Asked Questions

 

Who can purchase a support package?

 

The ELITE and ADVANTAGE support package is available for UK Mainland customers only, the ESSENTIAL support packages is available for customers within the UK, Europe, Middle East, Africa and Asia.

Any AXYZ table that has been installed by the AXYZ service team can be supported through these support packages. We reserve the right not to offer a support package on tables that have not been installed by our team as there are many points outside of our control that could compromise the quality and safety.

 

What are the hours for technical support?

Technical support over the telephone, email and TeamViewer are available Monday – Friday excluding holidays during regular business hours, 8.30am -5.00pm UK Time.

Call us on +44 (0)1952 291600 for a service ticket to be raised and a technician will be in contact as soon as possible.

 

What is a priority support ticket?

These support tickets take priority over standard support tickets.

 

Do I need a support package for each of my tables to get technical support?

Yes, the support packages are per machine. 

 

How long do the support packages last for?

All support packages are valid for 12 months from receipt of payment. All support packages are payable in advanced and will not become active until payment has been received.

 

How does the upgrade from a standard to emergency service work?

Within your package you are entitled to a number (1 ESSENTIAL, 2 ADVANTAGE or 3 ELITE) of upgrades from a standard service to an emergency service. Emergency service is any onsite visit that takes place within 48 hours of the request. It is billed at a higher rate. The service is offered subject to technician availability.

 

When will my annual service be scheduled for ADVANTAGE and ELITE package holders?

For ADVANTAGE and ELITE support package holders your service will be planned along with a visit to your region, you will be contacted via email to confirm the date of the service visit. The service will happen within the 12-month period that your support package is active.

Parts are not included with the service visit on your AXYZ CNC Router, if any parts are required to be changed, these are chargeable.

 

What’s included in the A2MC Controller Repair on the ELITE package?

Within your ELITE package you are entitled to one A2MC Controller repair if required. A2MC Controller repairs are always done at AXYZ. The buyer is responsible for shipping both ways.

 

What’s included in the Smart/Sub Console repair on the ELITE package?

Within your ELITE package you are entitled to one Smart/Sub Console repair if required. Smart/Sub Console repairs are always done at AXYZ. The buyer is responsible for shipping both ways.

 

How does the online software training work for the ADVANTAGE and ELITE Package?

Within the ADVANTAGE and ELITE package, you are entitled to 5 hours of online software training, training is done on a one-to-one basis and must be scheduled in with the service team in advance. The training can be scheduled any time within the 12 months your package is valid for. Trained operators only. Existing software only. 

 

What is included with the A2MC OS Upgrade with the ELITE package?

You will be entitled to A2MC OS upgrades within your plan when necessary.  A2MC OS upgrades are only given on a required basis. Machine compatibility dependant.

 

How does the video training of Applications or Basic table operator training work in the ELITE package?

Within the ELITE package you are entitled to 3 hours video training on applications or basic table operation, training is done on a one-to-one basis and must be scheduled in with the service team in advance. We will ship one of our remote video training kits to site which includes a camera and tripod. Once it is connected, our technician will connect to the camera kit so they can see what you see. Once the session is complete the camera must be returned to AXYZ Telford, return shipping of the video training kit is the responsibility of you the sender. The training can be scheduled any time within the 12 months your package is valid for.

The camera must be returned to us within 3 working days, charges may apply if this is not achieved.

 

What is included in the A2MC Standard App Package with the ELITE package?

You will be entitled to the following Apps within your package, A2MC Tool Manager App, A2MC Origins Manager App, A2MC File Manager App and A2MC Configuration App. Apps are only given on a required basis. A2MC Only. 

 

How do the discounts work with the ELITE package?

After you purchase the ELITE package and payment has been received in full you will receive an email with discount codes included for the following. These discount codes can be used online only at uk.cncshop.com

• 10% Discount on AXYZ Replacement Parts

You will be provided with a voucher code for use online at cncshop.com. This discount is valid online only and no discount will apply if you call or email your order through.

Excludes Tooling, AXYZ Consumables, Router Software & Training or AXYZ Machine Accessories

Click here to view AXYZ Replacement Parts

• 15% Discount on Training Packages Exceeding £300

You will be provided with a voucher code for use online at cncshop.com. This discount is valid online only and no discount will apply if you call or email your order through. This discount can be used one time only.

Click here to view Training Packages

• 15% Discount on all Knife Repairs

Knife repairs are done at AXYZ so the unit must be removed from the table, packed and shipped to our location. Our team will apply the 15% discount to the repair charges including any parts but excluding the return shipping.

• 10% Discount on Mechanical Upgrades

The discount will be offered by our team and does not stack on top of any other offers or promotion or offered discount.

This offer included upgrades on your racks and barrel assembly on A2MC controlled systems only.

• 15% discount on Controls Upgrades

This discount will be offered by our team and does not stack on top of any other promotion or offered discount.

This offer includes upgrades to your A2MC Control System, Electrical Box and Inverters on A2MC controlled systems only.

 

Should you require any further information please click here to contact us. 

£299 £1,399 £1,999

 

Who can purchase a support package?

 

The ELITE and ADVANTAGE support package is available for UK Mainland customers only, the ESSENTIAL support packages is available for customers within the UK, Europe, Middle East, Africa and Asia.

Any AXYZ table that has been installed by the AXYZ service team can be supported through these support packages. We reserve the right not to offer a support package on tables that have not been installed by our team as there are many points outside of our control that could compromise the quality and safety.

 

What are the hours for technical support?

Technical support over the telephone, email and TeamViewer are available Monday – Friday excluding holidays during regular business hours, 8.30am -5.00pm UK Time.

Call us on +44 (0)1952 291600 for a service ticket to be raised and a technician will be in contact as soon as possible.

 

What is a priority support ticket?

These support tickets take priority over standard support tickets.

 

Do I need a support package for each of my tables to get technical support?

Yes, the support packages are per machine. 

 

How long do the support packages last for?

All support packages are valid for 12 months from receipt of payment. All support packages are payable in advanced and will not become active until payment has been received.

 

How does the upgrade from a standard to emergency service work?

Within your package you are entitled to a number (1 ESSENTIAL, 2 ADVANTAGE or 3 ELITE) of upgrades from a standard service to an emergency service. Emergency service is any onsite visit that takes place within 48 hours of the request. It is billed at a higher rate. The service is offered subject to technician availability.

 

When will my annual service be scheduled for ADVANTAGE and ELITE package holders?

For ADVANTAGE and ELITE support package holders your service will be planned along with a visit to your region, you will be contacted via email to confirm the date of the service visit. The service will happen within the 12-month period that your support package is active.

Parts are not included with the service visit on your AXYZ CNC Router, if any parts are required to be changed, these are chargeable.

 

What’s included in the A2MC Controller Repair on the ELITE package?

Within your ELITE package you are entitled to one A2MC Controller repair if required. A2MC Controller repairs are always done at AXYZ. The buyer is responsible for shipping both ways.

 

What’s included in the Smart/Sub Console repair on the ELITE package?

Within your ELITE package you are entitled to one Smart/Sub Console repair if required. Smart/Sub Console repairs are always done at AXYZ. The buyer is responsible for shipping both ways.

 

How does the online software training work for the ADVANTAGE and ELITE Package?

Within the ADVANTAGE and ELITE package, you are entitled to 5 hours of online software training, training is done on a one-to-one basis and must be scheduled in with the service team in advance. The training can be scheduled any time within the 12 months your package is valid for. Trained operators only. Existing software only. 

 

What is included with the A2MC OS Upgrade with the ELITE package?

You will be entitled to A2MC OS upgrades within your plan when necessary.  A2MC OS upgrades are only given on a required basis. Machine compatibility dependant.

 

How does the video training of Applications or Basic table operator training work in the ELITE package?

Within the ELITE package you are entitled to 3 hours video training on applications or basic table operation, training is done on a one-to-one basis and must be scheduled in with the service team in advance. We will ship one of our remote video training kits to site which includes a camera and tripod. Once it is connected, our technician will connect to the camera kit so they can see what you see. Once the session is complete the camera must be returned to AXYZ Telford, return shipping of the video training kit is the responsibility of you the sender. The training can be scheduled any time within the 12 months your package is valid for.

The camera must be returned to us within 3 working days, charges may apply if this is not achieved.

 

What is included in the A2MC Standard App Package with the ELITE package?

You will be entitled to the following Apps within your package, A2MC Tool Manager App, A2MC Origins Manager App, A2MC File Manager App and A2MC Configuration App. Apps are only given on a required basis. A2MC Only. 

 

How do the discounts work with the ELITE package?

After you purchase the ELITE package and payment has been received in full you will receive an email with discount codes included for the following. These discount codes can be used online only at uk.cncshop.com

• 10% Discount on AXYZ Replacement Parts

You will be provided with a voucher code for use online at cncshop.com. This discount is valid online only and no discount will apply if you call or email your order through.

Excludes Tooling, AXYZ Consumables, Router Software & Training or AXYZ Machine Accessories

Click here to view AXYZ Replacement Parts

• 15% Discount on Training Packages Exceeding £300

You will be provided with a voucher code for use online at cncshop.com. This discount is valid online only and no discount will apply if you call or email your order through. This discount can be used one time only.

Click here to view Training Packages

• 15% Discount on all Knife Repairs

Knife repairs are done at AXYZ so the unit must be removed from the table, packed and shipped to our location. Our team will apply the 15% discount to the repair charges including any parts but excluding the return shipping.

• 10% Discount on Mechanical Upgrades

The discount will be offered by our team and does not stack on top of any other offers or promotion or offered discount.

This offer included upgrades on your racks and barrel assembly on A2MC controlled systems only.

• 15% discount on Controls Upgrades

This discount will be offered by our team and does not stack on top of any other promotion or offered discount.

This offer includes upgrades to your A2MC Control System, Electrical Box and Inverters on A2MC controlled systems only.

 

Should you require any further information please click here to contact us. 

£299 £1,399 £1,999
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