Customer Support Options
Free Lifetime Support With Every Control Upgrade!
• FREE phone and email support for the life of the control.
• Remote login support on every control.
• Basic Troubleshooting & Software checks.
• Free online resources, including training videos, to help you troubleshoot at any time.
• Talk or email with a LIVE technician Monday – Friday, 8:30 am – 4:30 pm CST/CDT. 4-hour call-back guaranteed
Must meet Free Support Requirements. Click the button below for more information.
Dedicated Remote Support Options:
Dedicated Set-up Support – $95 / Hour
• When purchasing a “Self-Install” upgrade package, this is crucial to make your installation process as simple as possible. You will have a qualified installation technician logged into your machine with you to help coach you through the installation process.
• This is first-come, first-served, so schedule as soon as possible. Standard lead time is 3 to 4 weeks.
• Purchased in 3-hour time slots.
Dedicated Emergency Assistance – $115 / Hour
• When free support does not meet your timeline and needs, you can purchase emergency assistance. We will have a dedicated technician work with you without interruptions until the machine is running and production ready.
• Weekend Dedicated Emergency Assistance is also an option based on availability ($230 / Hour).
• This is also a great option for service technicians who are going on site and need MachMotion to give them urgent support.
• This is first come first serve, based on the technician’s availability.
On-Site Service Options:
Standard On-Site Service – $165 / Hour
• You can schedule a qualified technician to come on site and help troubleshoot or repair your machine.
• Travel time, travel expenses, and per-diem are quoted with a service visit. Contact support@machmotion.com for a quote.
• Minimum 8 hours of billed time.
• Scheduled based on availability.
Emergency On-Site Service – $330 / Hour
• For an emergency service visit (3 or less business days’ notice), you can also schedule a qualified technician to come on site and help troubleshoot or repair your machine.
• Travel time, travel expenses, and per-diem are quoted with a service visit. Contact support@machmotion.com for a quote.
• Minimum 8 hours of billed time.
• Scheduled based on availability.
Tiered Support Plan Options:
Support Plan Comparison
| Feature | Standard (Included) | Priority ($1,250 / Year, $104.16 / Month) | Premier ($2,500/ Year, $108.33/ Month) |
| Annual Cost | Included | $1,250 per machine | $2,500 per machine |
| Callback Response Time | 4 business hours* | Priority queue | Front-of-line priority |
| Support Priority | Standard | Priority handling | Highest priority |
| Software Upgrade Cost | $499 per upgrade | $299 per upgrade | Included at no cost |
| Bug Fixes & Critical Patches | Included | Included | Included |
| Extended Phone Hours (6am–8am) | — | — | Included |
| Service Parts Discount | — | — | 10% Discount |
*Response time may be extended when priority is given to paid support tiers.
Support Hours
Monday – Friday 8:30 AM to 4:30 PM CST.
Click here to submit a contact form.
Phone: (573) 368-7399
Email Support: support@machmotion.com
Contact us today to discuss customer support options to fit your needs!