Remote Support-M-Tech

M-Tech Support Contracts (MTS)

In today’s fast-paced environment, ensuring the seamless operation of your systems is paramount. Our support contracts redefine the way you experience system support – not just as a service but as a strategic partnership.

With M-Tech Support Contracts your:

Challenges are met with expertise.
Downtime is minimized.
Costs are optimized.
Goals are achieved effortlessly.

MCRI Support is ALWAYS there when you need them. They have saved us hours of downtime with their prompt response and incredible knowledge! We had a label printer not printing and I reached out for support, one of their programmers walked me through finding and fixing the issue. We were up and running in no time! Thank You MCRI!!

~Automated Systems Technician
Packaging Company

MTS-1: Base Warranty Package

Available w/ MCRI system

Included with each MCRI job

– Phone, online, virtual, or remote access support.
– 20 hours of technical support, including access to 24/7 & Holiday support for loss production downtime
– Statement of usage, topics, and notes of each occurrence is emailed to customer.
– Travel expenses, per diem, travel time, freight, and equipment rental are billed separately.

Contact Service

MTS-2: Basic Package

Starts at $4,000 year

Renewal or new purchase level

– 40 hours of technical support, including access to 24/7 & Holiday support for loss production downtime

Base Support Package Plus:

– 10% discount on spare parts orders.
– 10% discount on M-Tech Support for travel expenses, per diem, travel time, freight, and equipment rental.
– Additional items can be added to the package from the M-Tech Option Menu.

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MTS-3: Standard Package

Starts at $8,000 year

Renewal or new purchase level

– 80 hours of technical support, including access to 24/7 & Holiday support for loss production downtime

Base Support Package Plus:

– 15% discount on spare parts orders.
– 10% discount on M-Tech Support for travel expenses, per diem, travel time, freight, and equipment rental.
– 10% discount on additional items added to the package from the M-Tech Option Menu.

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MTS-4: Platinum Package

Starts at $10,000 year

Renewal or new purchase level

– Unlimited hours of technical support, including access to 24/7 & Holiday support for loss production downtime

Base Support Package Plus:

– 20% discount on spare parts orders.
– 15% discount on M-Tech Support for travel expenses, per diem, travel time, freight, and equipment rental.
– 15% discount on additional items added to the package from the M-Tech Option Menu.

Contact Service

MCRI has developed 4 support contracts to accompany your robot system. These contracts are supported by our excellent service team. Upon the start of your system integration project, you are assigned a support technician so they are familiar with your system and will continue to troubleshoot questions that come up when a new system is installed. M-Tech Support is available onsite, through phone and email and remote access where applicable.

With Motion Controls Robotics, you don’t just get service; you get a dedicated team committed to keeping your operations running seamlessly.

✅ Experienced Technicians On-Call

No third-party call centers or non-technical personnel involved.
Our Service Coordinators collaborate with Robot/PLC programmers and/or Mechanical/Electrical engineers to solve your issues.
Every on-call technician is well-versed in Robot/PLC/HMI programming, electrical systems, pneumatics, and mechanical troubleshooting & diagnostics.

✅ 24/7 Support Options:

During Normal Business Hours (Monday to Friday, 8 am – 5 pm EST):
- Call the main MCRI phone line at 419-334-5886 ext. 3.
- Calls will be promptly routed to the Technical Service Department via the MCRI receptionist.

✅ After Hours (24/7 Support):

Call our dedicated 24/7 line at 1-877-ROBOTS2 (877.762.6872).
Leave a message for an immediate call back. Information needs to include:
- Company Name
- MCRI Job Number
- Robot F-Number – this is a unique number for every FANUC robot
Our phone service monitors all calls, and leaving a message ensures a return call within 30 minutes.

✅ How We Communicate & Solve:

Each unique issue gets assigned a Case# and a dedicated Service Coordinator.
The Service Coordinator collaborates with MCRI staff, OEM support, or third-party contractors as needed.
Summaries of case history are available.

✅ First Year Highlights:

In the warranty year, our CRM software tracks Cases:

Remote support usage details, including the number of hours consumed.
Case started time & date stamped.
Issue specifics by machine, shift, and other key data points.

✅ Renewal Package Tailored for You:

The renewal package is customized for each site and may include:

+/- Support hours based on your needs.
Annual Robot or equipment Preventative Maintenance Service.
Additional Training, Optimization Visits, Site Inspections with recommendations.
Third-party supplied equipment inspections, calibrations, upgrades, etc.

Experience the difference with M-Tech Support from Motion Controls Robotics – where excellence meets innovation in technical support.

Check that your Robot Integrator has a Service Team

One of the most important criteria is to make sure you select an integrator that not only has system knowledge and experience but a service/support team for after install. This ensures overall system success – especially if your company is new to robotics or doesn’t have an on-site automation engineer.

We have often been asked to support systems we haven’t installed because the current integrator doesn’t have availability. This can take a lot more time and cost. By having your integrator familiar with your system, you can solve issues and make changes in a fraction of the time.