Shandong ACR Machine Tool Co., Ltd. is a product design, research and development, manufacturing and sales in one of the enterprises.
We offer a variety of services, including installation and debugging support, technical guidance, parts replacement and maintenance, operator training , troubleshooting, and remote assistance.
Foundation & Leveling
Foundation drawings and power/air supply layout diagrams are provided with the shipment, enabling customers to complete site planning within 5 days.
Professional Engineers
Commissioning engineers with an average of 12 years of experience provide one-on-one online support to ensure the installation and commissioning of the machine tool is completed the first time.
Acceptance Standards
Implementation adheres to both national and industry standards to ensure the qualified delivery of each machine tool.
24/7 Technical Hotline
Support in Chinese and English, with a response time of 30 minutes.
Parts Exchange
All machine parts are under a one-year warranty, and free parts exchange is provided within one year (excluding international delivery charges).
Online Repair Guidance
Free online repair technical guidance is provided for life.
On-site Repair
Enjoy lifetime global on-site repair service at cost price.
Maintenance Contract
Choose from two levels of managed service: Platinum and Diamond. Engineers provide in-depth maintenance twice a year, ensuring zero downtime for customers.
Three-Level Training System
① 3-day on-site training: Power on/off, tool setting, program recall, and routine maintenance;
② 2-day remote training: Macro programming, four-axis/five-axis linkage, and online measurement;
③ Annual Advanced Training: One free visit to the Tengzhou headquarters for hands-on training each year.
Three-Level Response
L1 Online Diagnosis: Solutions provided within 30 minutes;
L2 Remote Video: Engineers use AR glasses to guide on-site disassembly and inspection within 2 hours;
L3 On-site Support: Spare parts and engineers arrive within 72 hours (90% of global locations).
We offer multiple service modes: online communication, video conferencing, remote desktop, dispatched engineers, etc.
Supported Languages
Chinese / English / German / Spanish / Russian
Access Methods
Floating window in the lower right corner of the official website, WhatsApp, WeChat, Skype, and Telegram (one-click direct connection)
Response Guarantee
Manual access within 30 seconds during business hours, and within 2 hours for messages during non-business hours
Upload images/videos/NC files simultaneously, and engineers will annotate and highlight problem areas in real time
Platforms
Zoom / Microsoft Teams / Google Meet / Tencent Meeting
Scenario
Pre-delivery technical clarification for new machines
Complex process/fixture reviews
Multi-department, cross-border technical seminars
Scheduling Mechanism
Official website self-service calendar → Select time zone → Automatically generate meeting link → Email/SMS reminder
Meeting Recording
Full cloud recording, with minutes generated 10 minutes after the meeting, including a 3D document Screenshots and BOM List
Secure Channel
Based on TLS 1.3 encryption, supports VPN access, and customers can enable/disable permissions with one click
Feature Highlights
Real-time viewing of the CNC system screen, PLC ladder diagrams, and servo waveforms
File Transfer: Drag and drop NC programs, parameter tables, and alarm logs
AR Remote Guidance: On-site personnel wear AR glasses, and engineers simultaneously mark key locations such as the "3rd-axis limit switch"
Compatible Systems
Windows/macOS/iOS/Android, with a no-installation web version for immediate use
Network Coverage
Asia/Oceania: Arrival within 48 hours
EU/Middle East: Arrival within 72 hours
Americas/Africa: Arrival within 96 hours
Dispatch Types
① Installation and Commissioning Engineer
② Maintenance Engineer
③ Process Optimization Expert
Service Process
Submit a ticket on the official website → The system automatically matches the nearest engineer → Passport/visa/flight information is pushed in real time → Customer signs online for confirmation → Scan the QR code to leave a review upon completion of the on-site service
Hybrid Service Package
Example Scenario
Quickly locate the alarm via online communication → 2. Modify parameters via remote desktop → 3. Next-day engineer arrival with spare parts if necessary
Cost Advantage
Save 30%+ compared to traditional full-time on-site services and reduce average downtime by 42%
