Company / Service
Hotel robot service and support model
Response within 24 hours · Warranty: 12 months
Reviewed by Aobotics Project Team
Quick answer
Service is factory-direct: a 24-hour remote response target on business days, a recommended spare-parts kit, training at handover and an escalation path agreed per property. On-site and local partner coverage is confirmed per market in the quotation; we do not claim a local office where none is appointed.
- Remote response target
- 24 h
- Warranty
- 12 mo
- Recommended spare kit
- 1
- Target markets
- 10
Scope
What does service and support include?
The support model is agreed at handover, not left to a generic hotline.
Wear items, accidental damage, network upgrades, civil works and lift-vendor charges are outside the standard warranty. The quotation states the inclusions and exclusions.
| Line | What it covers | Timing |
|---|---|---|
| Remote diagnostics | Task logs, map checks, network and lift handshake review | Business days; 24-hour response target |
| Spare-parts kit | Recommended wear and critical parts for the configuration | Quoted with the project |
| On-site support | Installation, lift handshake, training and acceptance | Scoped per project |
| Training | Front desk, housekeeping and duty managers | At handover |
| Escalation | Named service owner and path to engineering | Agreed at handover |
| Warranty | 12 months for the platform under normal hotel use | From acceptance |
Failure path
What happens when the robot fails?
Four steps, with a named owner at each one.
- 01
Report
The property logs the fault with the task ID, time, floor and a photo or video. The front desk does not need to diagnose it.
- 02
Remote triage
The service team checks the task log, map, network and lift handshake within the response target.
- 03
Part or visit
If a part is needed, the spare kit or a replacement is dispatched. If the fault is on site, the visit is scoped with the property.
- 04
Close and review
The fix is recorded, the task queue is rechecked and the fault is added to the monthly review.
Coverage
How is local coverage confirmed?
Coverage is a market-by-market question, not a global promise.
The factory provides remote support and project-scoped on-site support. Where a local service partner is appointed, the partner and the response scope are named in the quotation. We do not claim a local office or a service partner in a market where none has been appointed.
For a remote property, the recommended spare-parts kit and the escalation path matter more than a distant office. The kit should cover the wear parts and the critical modules that would otherwise stop the route.
- Ask for the named service owner and the escalation contact.
- Ask which spare parts are in the recommended kit and which are lead-time items.
- Ask whether on-site support is included, quoted per visit or handled by a local partner.
- Ask what happens when the lift vendor changes the controller.
Exclusions
What is not included in standard support?
The exclusions are part of a fair quotation.
- Consumables and wear items such as brushes, pads, fuses and filters.
- Accidental damage, misuse or unauthorised modification.
- Network upgrades, cabling, civil works and power points.
- Lift-controller changes or lift-vendor charges.
- On-site visits outside the agreed scope.
- Local certification or import compliance work.
Frequently asked questions
Frequently asked questions
Response within 24 hours · Talk to an engineer
What is the response time?
The remote response target is 24 hours on business days. The escalation path, the named service owner and any local partner are agreed at handover; the target is not a guarantee of an on-site arrival time.
Is there a local service office in my country?
Coverage is confirmed per market. Where a local partner is appointed, the partner and scope are named in the quotation. We do not claim a local office where none has been appointed.
What spare parts should a hotel keep?
A recommended kit covers wear parts and the critical modules for the configuration. The exact list is quoted with the project; remote properties should keep the full kit on site.
Does the warranty cover accidental damage?
No. The 12-month platform warranty covers normal hotel use. Accidental damage, misuse, unauthorised modification and consumables are excluded; the quotation states the full terms.
Who trains the staff?
The deployment team trains the front desk, housekeeping and duty managers at handover. Refresher training and additional sessions can be quoted separately.
What happens if the lift vendor changes the controller?
The lift interface may need to be re-surveyed and re-tested. The escalation path and the responsibility for the lift-vendor work are agreed in the service scope, not assumed.
Aobotics
Ask about service coverage
Send the property location and the configuration. We will confirm the service scope for the market.
- Response within 24 hours
- Talk to an engineer
- Warranty: 12 months
Tell us about your property
Share your property and the task. We reply with a configuration and a scoped quotation within 24 hours.