Support & Service Desk
Welcome to the Robanchor Support and Service Desk. Whether your production line runs on a six-axis arm, a collaborative robot, or a custom mechatronic cell, our desk is engineered to keep your equipment available and your operation predictable. Robanchor is a brand of BessRe Belgium BV, and our Benelux support desk is your direct line to both local service engineers and the original manufacturing teams in China.
The support desk is built around a simple idea: reduce downtime by giving every customer a single, accountable entry point for technical issues, spare parts, and repairs. This page explains exactly how support works, what you can expect from us, what we expect from you, and how to get the fastest possible resolution when something breaks.
How to Reach Us
Reaching the right person is the first step to a fast resolution. Robanchor runs a bilingual support desk (Dutch/English) in Belgium, with a secondary engineering desk in Shanghai for deep technical escalations. Use the contact channels below, and include the details listed in the next section to save a full support cycle.
Robanchor is a brand of BessRe Belgium BV.
Belgium: Boomsesteenweg 690, 2610 Wilrijk, Belgium · +32 483 084 594
China: 2204/C, 900 Yishan Road, 200233 Shanghai · +86 158 2114 5258
Web: www.robanchor.com · Email: hello@robanchor.com
Our Belgium office is located in Wilrijk, on the edge of Antwerp, with direct access to the E19 and A12 corridors. The Shanghai desk sits in the Xuhui district, close to the Yishan Road metro hub, matching the time zone bridge between China and the Benelux.
We do not maintain an automated telephone menu. When you call, you reach a support engineer directly. If the line is busy, leave a message with your call-back number and incident ID — we return every call within one business hour during office time.
Response Commitments (SLA)
We publish our service-level commitments in hours, not in vague promises. Every incoming ticket is assigned a priority level, and every priority level has a target for first response and a target for the start of active diagnostics. These targets apply during normal Benelux business hours (Mon–Fri, 08:30–17:30 CET). For 24/7 emergency coverage, contact the Belgium desk to arrange an out-of-hours support contract.
The priority matrix below is used by our call takers. It is deliberately simple: we would rather you call with a false alarm than hesitate over a real production stoppage.
| Priority | Definition | First Response | Diagnostics Start |
|---|---|---|---|
| P1 | Production line stopped; robot inoperative | 2 business hours | 4 business hours |
| P2 | Robot operational but degraded performance | 4 business hours | 8 business hours |
| P3 | Minor fault; no production impact | 8 business hours | 24 business hours |
| P4 | Feature request or general inquiry | 24 business hours | 48 business hours |
The chart below visualises the first-response targets. We track our performance against these numbers monthly, and we will share your account’s monthly SLA attainment report on request.
Note that SLA targets are measured from the moment we receive your complete incident report. If you contact us without key data — such as the robot serial number or the error code — the clock starts when we receive that missing information. This is why the section on what to prepare before contacting is so important.
Support Tiers
Robanchor organises support into three tiers. Each tier has a distinct role and a clear handover protocol. Asking for “the next level” will not speed things up; our desk routes to the correct tier based on the diagnostic evidence you supply.
Tier 1 — Service Desk Intake
The first engineer you speak to. Tier 1 logs your ticket, validates your entitlement, collects the incident data, and runs through the standard reset, reboot, and electrical-safety checks. Most configuration faults and PLC-communication errors are resolved at this level.
Tier 2 — Remote Diagnostics
If the fault persists, the ticket is escalated to a Tier 2 diagnostics engineer. This role has deep access to controller logs, parameter sets, and robot-communication traces. Using the remote-diagnostics tool described below, Tier 2 identifies the root cause or narrows it down to a specific replaceable module.
Tier 3 — On-Site Engineering and Repairs
For mechanical damage, electrical failures, or controller-level faults requiring hardware replacement, a Tier 3 field engineer is dispatched to your site. In complex cases, Tier 3 coordinates directly with the engineering team in Shanghai through the China desk.
| Tier | Function | Typical Channels | Escalates To |
|---|---|---|---|
| Tier 1 | Ticket intake, validation, basic triage | Phone, email | Tier 2 |
| Tier 2 | Remote diagnostics, log analysis, parameter repair | Remote access, email | Tier 3 |
| Tier 3 | On-site repair, hardware replacement, commissioning | Field visit | Shanghai engineering |
What to Prepare Before Contacting
Every hour spent gathering data is an hour cut off the resolution time. Our team advises every customer to keep a “support ready” folder next to each robot or CIM cell. The folder should contain the items below, and our desk will ask for them on every first call.
- 📖 Robot model and serial number — located on the nameplate of the controller cabinet, not the arm. The serial number starts with “RA” for Robanchor-labelled systems.
- 🖥️ Controller software version and robot program version — available from the teach pendant or the main dialogue of the controller.
- ⚠️ Exact error code and error message — write down the full text, not just the code.
- 📸 Photograph or video of the failure — a 10-second video of the robot motion or the error screen is often more useful than a page of written notes.
- 📋 Recent maintenance log — date of last service, battery changes, lubrication, and any prior repairs.
- 🔌 Electrical and network description — is the robot on a clean UPS? Is there an industrial Ethernet / Profinet / EtherCAT network involved?
- 🧾 Proof of purchase or contract reference — our desk can look up entitlement by company name, but a contract or invoice number speeds up the validation.
If you are unsure what a “controller software version” looks like, do not worry. Call us anyway; Tier 1 will walk you through finding it while you are on the phone. The key principle is to capture the state of the machine at the moment of failure, before you reboot it.
Warranty & Repair Process
Robanchor’s warranty and repair process is designed around the same principle as our SLA: clear steps, clear responsibilities, and a documented path from failure to return-to-production. The exact warranty period for your system is defined in your purchase agreement, but the workflow below applies to all warranty and paid-repair requests.
Step 1 — Open a Ticket
Start by calling or emailing the support desk. Identify the failure priority (P1–P4). You will receive a ticket number immediately, and a confirmation email with the ticket details.
Step 2 — Remote Diagnosis
Our Tier 2 engineer will connect remotely (with your permission) to pull logs and verify the failure mode. If the fault is software-related, the fix is usually applied remotely, and the ticket is closed at this step.
Step 3 — Repair Authorisation
If the fault requires hardware replacement, we issue a Repair Authorisation (RA) number. For in-warranty failures, the RA covers the cost of the repair, parts, and the return freight of the defective module. For out-of-warranty failures, we send a fixed quotation for your approval before any parts are ordered.
Step 4 — Module Swap or Return to Depot
For modular robots — which is the majority of our installed base — a replacement module is shipped immediately, and the defective module is returned in the same packaging. For integral-frame robots, a field engineer undertakes the repair on site.
Step 5 — Verification and Closure
After the replacement or repair, our team runs a documented verification test. We then close the ticket and, where requested, send you a repair report describing the root cause, the corrective action, and any recommended preventive measures.
- 🔧 Repair turnaround target: 5 business days for depot repairs in Europe.
- 📦 Spare parts inventory: fast-moving parts are stocked locally in Belgium.
- 🔄 Return on warranty: no repair charge, full traceability of the failed component.
Remote Diagnostics
Remote diagnostics is the backbone of our support model. A large majority of robot faults can be resolved or clearly identified without a single on-site visit. This is good for your uptime and good for your cost per incident.
To enable remote diagnostics, we connect to your controller over a secure encrypted VPN tunnel. We do not keep any open ports to your machine. The connection is initiated by you, or automatically by the robot when it detects an alarm, and it is closed when the session ends.
During a remote session, the engineer can:
- 🔍 View the live state of the robot controller, including axes, drives, and I/O.
- 📂 Download the complete event log and system diagnostics archive.
- ⚙️ Compare your parameter set against the factory baseline from Shanghai.
- 📊 Monitor real-time signals during a motion reproduction test.
- 🛠️ Apply software patches, re-calibrate parameters, or adjust safety conditions with your approval.
Remote access is always reversible. Our engineer cannot perform any action without your explicit consent, and every session is recorded in the ticket history. You can terminate a session at any time. For security-sensitive sites, we support a “view-only” mode that allows log reading but not parameter changes.
Escalation Path
Escalation is not a failure. It is a structured process for applying more expertise as a situation demands. The escalation path is designed to be fast and predictable, so that the engineer who answers your first call knows exactly who to contact and when.
Below is a concise summary of the route your ticket takes when the previous tier cannot resolve it:
- 🚩 Escalation step 1: Tier 1 → Tier 2. Triggered when the fault resists standard triage and requires log-level diagnosis.
- 🚩 Escalation step 2: Tier 2 → Tier 3. Triggered when the root cause is a hardware failure, or when a parameter/software change might damage production.
- 🚩 Escalation step 3: Tier 3 → Shanghai Engineering. Triggered when the issue reveals a design or production fault, or when the Chinese original-equipment manufacturer must approve a modification.
- 🚩 Escalation step 4: Account Director review. Triggered when SLA breach is imminent or when a customer’s production stoppage exceeds 48 continuous hours.
You are kept informed at every step. The support portal shows the current tier, the name of the responsible engineer, and the time of the last update. If you feel an escalation is not progressing, ask the desk for the escalation trigger log — a full record of who was engaged and when.
We recommend that you assign one technical contact on your side to be the single point of communication with our desk. This avoids the classic “two different questions from two different people” problem, and it gives our engineers a consistent source of truth about the machine’s history.
Frequently Asked Questions
Do I need a support contract to contact Robanchor?
No. Every customer with an active warranty or a paid repair request can contact the support desk. However, SLA targets and remote-diagnostics coverage are part of the support contract. If you are unsure about your entitlement, send your invoice or contract reference to hello@robanchor.com and we will confirm.
What languages do you support?
The Belgian desk operates in Dutch and English. The Shanghai desk operates in English and Chinese. If your site staff communicate best in French or German, we can also arrange a back-translation loop, but the ticket itself must be logged in English or Dutch.
How quickly can you ship spare parts to the Benelux?
Fast-moving spare modules for robots in our catalogue are stored in Belgium and can normally reach any Benelux address within one business day. Slower-moving parts are sourced from Shanghai and typically arrive within 5–7 business days, subject to customs clearance. Our desk will always tell you the expected delivery date before you approve a repair.
Can I request an on-site engineer directly?
You can, but we will usually recommend a remote diagnostic first. A remote session often resolves the issue in a few hours, while an on-site visit implies travel time and scheduling lead time. That said, if production is down and the symptom is clearly mechanical — unusual noise, visible impact damage, oil leakage — we will dispatch a Tier 3 engineer directly.
What information must I have on hand for a warranty claim?
Three documents: proof of purchase (invoice), a photo of the robot nameplate, and the incident report data described above. Without these, we cannot validate the warranty channel and the claim may be treated as a paid repair by default.
Do you offer preventive maintenance visits?
Yes. Preventive maintenance is the most cost-effective way to avoid unplanned downtime. A standard check includes axis lubrication, battery voltage, brake condition, fan filter cleaning, parameter backup, and torque verification. Contact the desk for a maintenance plan based on your robot’s age and usage intensity.
What is the difference between “remote diagnostics” and “remote control”?
Remote diagnostics is read-and-analyse access to the controller’s logs and signals. Remote control is the ability to change the robot’s operating state. Both use the same secure tunnel, but remote control requires a separate authorisation action on the teach pendant, and every remote control action is logged.
Out of business hours, how do I register a P1 stoppage?
Send an email to hello@robanchor.com with the subject line starting with “P1 —” and the robot serial number. The ticket is recorded, and our on-call engineer receives an automated alert. For phone contact, the Belgium number remains active for emergency messages 24/7, but for SLA purposes, out-of-hours tickets are measured from the start of the next business day unless you hold an extended-hours contract.
Entity Information
Robanchor is operated as a brand of BessRe Belgium BV, a Belgian-registered entity. All support, warranty, and repair services are provided under this legal identity. Below is the complete contact outlook for your records.
Robanchor is a brand of BessRe Belgium BV.
Belgium: Boomsesteenweg 690, 2610 Wilrijk, Belgium · +32 483 084 594
China: 2204/C, 900 Yishan Road, 200233 Shanghai · +86 158 2114 5258
Web: www.robanchor.com · Email: hello@robanchor.com
We recommend saving the Belgium desk number in your maintenance team’s emergency contact list. Our team will continue to work the ticket until the fault is resolved, documented, and counted as closed.
Thank you for trusting Robanchor as your robotics after-sales partner. The support desk is here to keep your automation running.