How do I submit a service ticket?

Fill in the ticket form on the Service & Support page; a ticket number is generated automatically and we respond within 1 business hour.

How soon after submission will I get a reply?

We respond within 1 business hour and provide a resolution plan within 24 hours (remote diagnosis or on-site service).

How do I check a ticket's status?

Use the ticket number and the email you submitted with on the Service & Support page to track it; the support team replies by email with progress.

How do I claim free repair under warranty?

Submit a warranty-claim ticket or email support@tobotai.com; non-warranty-damage repairs within the warranty period are free.

Service & After-Sales

For integrators and ODM customers: warranty policy, service network, spare parts supply and response SLA — one system for confident delivery and operation.

Warranty Policy

Warranty scope: warranty for the complete unit and core components is defined in the contract; typical warranty period is 12 months, with free repair for non-man-made failures within warranty.
Free service: repair, testing and commissioning support within warranty are free; out-of-warranty or man-made damage is repaired at cost.
Exclusions: failures caused by man-made damage, unauthorized modification, improper use or force majeure are not covered.

Service Network

Headquarters: Bldg 29, Lingang Nanqiao Sci-Tech City, No.6055 Jinhai Rd, Fengxian District, Shanghai — R&D, production and spare parts warehouse in one place.
Network: headquartered in Shanghai covering East China, with localized service support in major cities nationwide, subject to project delivery area.
Remote support: most issues can be resolved via remote diagnosis without waiting for on-site service.

Spare Parts Supply

Stock: core modules of 3D navigation chassis (LiDAR, drive wheel sets, controllers, batteries, charging modules) kept in stock for fast shipment.
Project spares: optional spare parts kits can be configured per contract at delivery to reduce downtime.
Parts list: request the common spare parts list and recommended stock levels for self-maintenance.

Response SLA

Response: within 1 hour on business days; solution within 24 hours (remote diagnosis or service dispatch).
Closed loop: remote fix → spare parts shipment → on-site service → factory repair, escalating until resolved.
Traceable: a work order is created for each service; repair and part replacement records are traceable for ODM customers.

ODM / Integrator Customers

Warranty, spare parts and SLA for batch delivery can be separately agreed in ODM contracts; customized service plans supported.

Need after-sales support or warranty details?

Email support@tobotai.com or submit a ticket on this page — response within 1 hour on business days.

Common Procurement Questions

What is the lead time?

Standard models: 2–4 weeks; customized: 6–10 weeks.

What are the payment terms?

60% advance + 40% before shipment; custom projects per milestones.

What are the acceptance criteria?

FAT per technical agreement; SAT within 7 days of delivery.

Is training provided?

One on-site/remote commissioning training session, plus Chinese documentation and videos.

When does the warranty start?

12 months from delivery acceptance.

Are spare parts available?

Spare parts available for 5 years after discontinuation; wear parts kept in stock.

Factory visit / sample testing?

Visits to our Fengxian, Shanghai factory can be arranged; small-batch prototype testing is paid.

Are software/SDK fees charged?

The basic ROS SDK is free; advanced customization and algorithm modules quoted separately.

What are the secondary-development boundaries?

Documentation, Topic definitions and remote support are provided; customer top-module business logic is excluded.

What about support liability?

1-hour response on business days, solution within 24 hours; hardware quality issues repaired or replaced free of charge.