Hardware breaks.The system doesn't.
Service here isn't fine print attached to an invoice — it's a separate SLA agreement negotiated before the main contract is signed. Response time, parts stock, on-site format — all in writing. The three tiers below are three modes of one system; custom is assembled per fleet.
- Tariff packages
- 3 base + custom
- Factory warranty
- 12–24 mo OEM + extension
- Contract languages
- RU · EN · AR
- SLA locked
- Before the main contract
Three modes.One contract.
Basic, Standard and Enterprise — three levels of one service system, side by side and in full. Each has its own response time, parts stock and scope. These are the same values that go into your service agreement, not marketing “up to” numbers.
Basic
Catalog · 1–5 units
- Remote first-line support in Russian and English
- Knowledge base, video manuals, operating protocols
- Remote diagnostics on request
- Escalation to OEM for warranty cases
- Coordination of warranty repair or replacement
Standard
Solutions / Custom from $80K · fleets of 5+
- Everything in Basic
- Scheduled maintenance per OEM cadence
- Consumables to specification — on pre-order
- Planned remote fleet diagnostics
- Quarterly fleet status report
Enterprise
Custom from $500K · critical sites
- Everything in Standard
- SLA with response time fixed in the contract
- Dedicated project engineer
- Spare-parts reserve sized to your fleet
- Monthly report + root-cause analysis of failures
- Onboarding of new client staff during the year
Every tier is tuned to the site: equipment list, support hours and language are fixed in the service contract — not in a chat thread.
One way in: email and ticket.
There are no phone lines or messengers in the support loop — by design. Every request exists as a ticket: with a number, a history, an owner and an SLA deadline. Nothing gets lost in calls and chats — and a year later you can still see what happened to each machine.
Service desk
service@nexum-autonomous.comAn email automatically becomes a ticket — the number comes back in the reply within minutes. Requests are accepted around the clock; the response clock runs per your tariff.
Ticket portal
Status and history
Every ticket for your fleet: status, per-machine history, maintenance acts and reports. Access is granted when the service contract is activated.
Escalation
Reply to a ticket = priority
If it's worth it, replying to the ticket email raises the priority. On Enterprise, a dedicated project engineer is always in copy.
What to put in a ticket
- 01Site and machine serial number — S/N from the nameplate or the delivery passport
- 02What happened and when: the symptom, the time, what changed on site
- 03Error code from the screen or the app, if any
- 04A photo or a short video — it halves remote-diagnostics time
The fuller the ticket, the more often the incident is closed remotely, without waiting for a visit.
Life of an incident:from signal to report.
First line · remote diagnostics · logs & telemetryWhy most tickets close remotely
Diagnostics starts back at FAT acceptance: we know the firmware, configuration and history of every machine — we don't need to “come and have a look”.
Why the part arrives fast
The parts buffer lives in the region, sized to your fleet. The part ships from a UAE or CIS warehouse — not three weeks by sea from Shenzhen.
Why there's always a report
Every incident lands in a monthly digest with root cause and recommendation. Failures stop repeating — that's the whole point of service.
The part ships from stock —not from the factory.
The main cause of downtime with direct purchasing is a part spending three weeks at sea from Shenzhen. We keep consumables and assemblies in the region: what and how much depends on the tariff and is fixed in the SLA.
Consumables
Brushes, filters, squeegees, detergents — to fleet specification
Regional stock · AE / CIS
Ship in 24–72 h
Assemblies & modules
Motors, boards, sensors, battery modules
Regional buffer for your fleet
Per tariff SLA
Rare items
Body parts, non-standard assemblies
OEM factory · China, by air
Typically 10–20 days
Spare kit
Critical parts right on your site · Enterprise
Your premises
Replaced by the operator
Typical timelines from supply practice, not an offer. Commitments for your site are fixed in the service contract.
The engineer arrivesbefore it breaks.
A visit isn't “a manager will take a look” — it's an engineer with a tool case and typical spares for your fleet. And scheduled maintenance on the OEM cadence removes most failures before they stop the work.
Field engineerWhen remote isn't enough
On-site visit: < 48 hours on Standard, < 24 hours on Enterprise. The engineer arrives already with a diagnosis — remote diagnostics ran before the trip, the part is in the case.
Scheduled maintenanceOn the manufacturer's cadence
Quarterly on Standard, monthly on Enterprise. Consumables replaced to specification, assemblies checked under load — and an act with recommendations after every visit.
What a scheduled visit includes
- Replacing brushes, filters and seals to OEM specification
- Cleaning and calibrating lidar, cameras and sensors
- Diagnosing batteries and charging stations under load
- Firmware updates and navigation-map checks
- Maintenance act + recommendations — to the ticket portal and the monthly report
Typical failures —and how long they take.
Seven of ten requests are the same scenarios. Here's how they're resolved and how long that typically takes on the Standard tariff.
Robot loses its route after the floor is rearranged
Remote re-mapping and map update
2–4 h · no visit
Lidar or obstacle-sensor error
First line: cleaning per the manual; on repeat — a visit
< 1 day
Brush-motor wear, foreign noise
Assembly swap from the regional buffer, engineer visit
24–48 h
Battery holds noticeably less than rated
Cycle diagnostics, module replacement under warranty
3–7 days
Dock station won't charge
Remote power diagnostics, unit replacement
1–3 days
Assembly diagnostics · service benchTypical timelines from practice, not an SLA commitment: your values depend on the tariff and are fixed in the contract.
A robot doesn't workwithout trained people.
Half of the first month's “failures” are an untrained operator. So training is part of the delivery, not an option in fine print.
At launch
Commissioning + operators
An engineer commissions the equipment on site and trains your operators: start and stop, standard errors, daily care. Included in Solutions and Custom deliveries.
Knowledge base
Videos and protocols
Video guides, checklists and operating protocols in Russian and English — available on any tariff, including Basic.
Staff rotation
Re-training newcomers
Staff change — the skill must stay. On Enterprise, onboarding new employees is in the contract all year; on other tariffs — on request.
What we fix —and what we don't.
✓ Covered by service
- Scheduled maintenance per OEM cadence
- Specification-based consumables — filters, brushes, detergents for cleaning fleets, on pre-order
- Remote diagnostics and first line in Russian and English
- Escalation to OEM for warranty cases — on your behalf
- Coordination of repair or replacement of faulty units within warranty
- Firmware updates and planned software
− Not covered
- Damage from broken operating protocol or third-party software
- Transport damage outside our logistics
- Custom software changes for the client — separate project
- System extensions: new units and scenarios — separate contract
- Force majeure: flooding, impact, power surges
- Warranty beyond the factory term — under a post-warranty agreement
This frame is part of the contract. We remove the “we'll sort it out later” grey zones before signing — not after a breakdown.
Where service is direct,and where it's partnered.
The format depends on the country. Where we work directly and where through certified partners — we say upfront, not after the prepayment. The exact list is fixed in the service contract.
UAE
Direct service
MENA presence · settlement in USD / AED.
AEBelarus
Direct service
Local engineering team — in-house, not subcontracted.
BYRussia
Local partners
Scheduled maintenance and pre-ordered consumables via partners; first line and escalation stay with us.
RUKazakhstan
Local partners
Mostly large projects: partner visits plus our dispatch for launches and complex cases.
KZOther countries
Remote + dispatch
Per individual agreement: remote first line, planned visits, parts by courier logistics.
··Your country isn't on the list? That's a contract question, not a refusal. Ask.