Laser cutting machine after-sales service
Delivery day is day one.
For a 20–40 kW laser, an hour of downtime is expensive. Halcyon service covers the whole life of the machine — from checking your parts before you buy to upgrading the machine years later — with commitments written as numbers, not slogans.
In short: Halcyon Laser gives every machine a written warranty, remote diagnostics, a starter spare-parts kit and on-site installation and training, and offers three service plans (Essential, Advanced, Premium) with defined response times.
Installation, training, spare parts and preventive maintenance: four stages, one supplier
Right Start
- We analyse your parts, materials and volumes and propose power, bed size and automation.
- Site check: floor space, foundation, power supply, gas and extraction.
- Factory acceptance before shipment: accuracy check, test cuts on your material, report and video.
Installation & Training
- Engineer on site for mechanical, electrical and laser commissioning.
- Acceptance cuts on your parts before handover.
- Training for operators, programmers and maintenance staff.
Long-term Support
- Remote diagnostics: secure, customer-enabled access to the CNC.
- Spare parts: starter kit with the machine plus stock of critical parts.
- On-site visits for faults that cannot be fixed remotely, and preventive maintenance.
Upgrade
- Add automatic loading, unloading and storage to an existing HL-F.
- Software and nesting updates.
- Cutting-head and option retrofits
Our commitments, in numbers
Detailed figures are available on request — ask an application engineer.
Commitments become binding when written into your sales contract.
Service plans
| Essential | Advanced | Premium | |
|---|---|---|---|
| Written warranty | ✓ | ✓ | ✓ + extended |
| Preventive maintenance visits per year | — | On request | On request |
| Spare parts | Starter kit | Starter kit + priority dispatch | Starter kit + on-site parts stock |
| Refresher training | — | ✓ | ✓ |
| Software updates | ✓ | ✓ | ✓ |
| Price | Included | On request | On request |
Proposed plan structure.
Frequently asked questions
What warranty, spare parts stock and service response do you offer?
Every machine has a written warranty on machine and laser source, a starter spare-parts kit and remote diagnostics; critical parts are held in stock and response times are committed per service plan.
What is the lead time and installation time to the UAE, Saudi Arabia and Australia?
Lead time depends on machine type, power and automation; installation time depends on the machine and site readiness. We confirm both in the quotation.
Do you provide installation and training in the UAE and Australia?
Installation and operator training are included with every machine; who performs them in each country is stated in the quotation.
How fast do you respond to a breakdown?
Remote support starts with a connection to your machine through the remote diagnostics router.
Which spare parts should I keep in stock?
We ship a starter kit of wear parts (nozzles, ceramic rings, protective windows) and give you a recommended stock list based on your shifts and materials.
How does remote diagnostics work?
Each machine ships with an industrial router. When you need help, you enable a secure connection; our engineer can then view alarms, logs and parameters on the CNC and guide your operator by video. The connection is active only when you allow it.
What does installation and training include?
An engineer installs and levels the machine, connects the laser, chiller, gas and extraction, calibrates the axes and cutting head, and runs acceptance cuts. Training covers safe operation, nesting and programming, cutting parameters and daily maintenance.
Do you support machines in Europe, Australia and the Gulf?
Yes, these are our core markets.
Ask about service in your country
Tell us where your factory is and we will explain exactly how support works there.