inVia robots deliver autonomous mobile robots that are designed to enhance warehouse productivity through a complete, easy to deploy, turnkey solution backed by a comprehensive suite of support and service. inVia Support services provide the assurance that robots continue to operate at the highest reliability level possible.
inVia Support Service is included with the inVia Logic license subscription.
Robots covered by a RaaS (Robots as a Service) lease contract are covered by inVia Support Service per the following outlined services:
- System Maintenance Service—Routine maintenance services including inspection, battery service, and lubrication is recommended on an annual basis. Details of the services are included in the inVia Service Specification Document.
- Part Replacement Service—Once a problem is diagnosed to be caused by a hardware component of the robot, the Support Center dispatches a FRU (field replaceable unit) from a parts depot. If required, a technician is also scheduled to perform the service. If the robot needs to be replaced because a failure cannot be corrected by a FRU, a replacement is shipped to minimize the service outage for the customer. A robot replacement is not covered by the part replacement SLA, but every attempt is made to get the replacement robot to the customer as soon as possible. If a system malfunction or failure is determined to be caused by customer's negligence or failure to follow inVia recommendations, the customer is responsible for any resulting repair costs.