How to log your support request
Use the enquiry form on our contact page and choose Support Request as the reason for your message. Give us the machine type, software version, the error message if there is one, and what job you were trying to run when the issue started. A clear first note with the error message lets us triage it properly.
Please include your site location, for example Centurion, Vereeniging or the East Rand, so we can plan remote support or an on-site visit if needed. If the issue only appears on one machine, say so. If it affects every seat in the office, tell us that too, because it changes how we approach the fix.
- Machine make and control type
- Software licence name or workstation that is affected
- Post-processor name, if one is involved
- What happened just before the fault started
- Any photos, screen captures or alarm codes
What our support team checks first
Once your request comes in, we check whether it is a licence issue, a post-processor problem, a workflow problem or something on the machine side. That first pass often saves time, especially where the fault comes from a missed update, a corrupted tool library, or a control setting that changed after a power cut. In South Africa, load-shedding and voltage dips can upset a setup that was running fine the day before, so we look at the whole picture.
Our support team includes applications, training and implementation staff who work with real shop-floor conditions. We support shops dealing with humid coastal sites in Durban and Cape Town, as well as busy inland rooms where several programmers share the same licence pool. If we need to, we will step through the issue with you while the machine is stopped, then advise on the safest next move.
- Licence installation and activation checks
- Post tuning and output verification
- Machine onboarding and first job review
- Remote troubleshooting for unexpected errors
Remote assistance that fits the shop floor
Most issues can be handled remotely. We will ask you to keep the workstation available, close any jobs that should not be touched, and have someone at the machine if the problem involves output, toolpaths or controller behaviour. If the issue is urgent, we may start with a quick call back through the contact form thread, then move into screen sharing or guided steps.
Remote support is useful for shops in Pretoria, Johannesburg, Vereeniging, Durban and Cape Town that need quick help without waiting for travel time. It is also practical for smaller teams that only have one programmer on site, or for operations where shift work means the person who created the job is not there when the fault appears.
- Check the active licence and workstation
- Confirm the post-processor and file output path
- Review recent changes, updates or operator actions
- Test a small sample file before sending full production code
When we recommend an on-site visit
Some problems need hands-on attention. If a machine is cutting the wrong dimensions, if the controller is rejecting output, or if a new machine has just been installed, an on-site visit may be the best route. We also recommend site support when a shop is onboarding staff, rebuilding its tool library, or changing from one workflow to another.
For Centurion and Pretoria training rooms, an on-site session can be combined with operator guidance so the team sees the fix and understands the reason behind it. That matters when you are trying to keep production moving and not repeat the same fault next week. We can also work through owner questions, so the person paying for the software knows what to expect from it.
- New machine commissioning
- Persistent output faults after remote checks
- Training gaps that affect production accuracy
- Complex post-processor changes for turning, milling or plasma
Information that speeds up resolution
Send the right details the first time and we can usually narrow the issue quickly. Even a short note like “the plasma output changed after the last update” or “the router alarms on the second tool change” gives us a starting point. If you have already tried a fix, say what it was, because that stops us repeating the same step.
It also helps to tell us whether the issue affects one user or the whole team, and whether your support need is urgent or can wait until the next shift change. We keep support practical, with clear instructions and no unnecessary back and forth. That cuts wasted checking and helps the machine get back onto the next job.
- Job file name and date of the fault
- Software version and licence type
- Machine model, control type and tooling setup
- Photos of alarms, errors or poor cut quality
Support beyond the fix
We do not only correct the immediate fault. If the same issue could return, we will point out the process change that prevents it. That may mean a new post-processor setting, a cleaner tool library, a better handover between programmer and operator, or a support plan that gives your team ongoing backup next time.
Shops in Gauteng, KwaZulu-Natal and the Western Cape often want the same thing: less downtime and fewer surprises. Our support service is set up for that, with practical advice from people who understand CNC work in local conditions. From a small routing shop in the West Rand to a larger milling or plasma operation near Durban, the aim is the same, get the machine safe, get the output correct and get production back on schedule.
- Annual support plans for regular users
- Workflow audits when faults keep repeating
- Tool library builds to reduce setup errors
- Operator and programmer training after the repair
