Service and Support

VELO3D offers world-class onboarding and a comprehensive service and support package included with the standard Sapphire warranty.

Contact Support

[ICON} support@VELO3D.com

[ICON] +1 (408) 610-3915

[ICON] support@VELO3D.com

Fully Managed Onboarding Process

  • Kickoff and progress meetings hosted by VELO3D¬†Customer Success
  • Dedicated Facilities, Safety, Security and IT planning sessions
  • System test, shipment and installation scheduling
  • Available white-glove delivery and rigging
  • Daily plans and progress updates
  • Onsite Operator training for Sapphire
  • Part selection and Flow print preparation coaching

Integrated System Quality Monitoring

  • Real time system monitoring through Assure
  • Optional SMTP email notifications for machine and consumables status
  • Weekly log processing and ticket assignment for closed loop corrective action by VELO3D

Field Service Engineering and Support Staff

  • Distributed US-based VELO3D¬†team, 100% ITAR-compliant
  • International Field Service Engineering staff
  • Low service person-to-machine ratios
  • Backed by multi-disciplined engineering support staff
  • Available dedicated resident onsite service options
  • Same-day response and resolution times

Frequent Engagement Cadence

  • Daily activity and prioritization meetings with Field Service Engineers
  • Weekly Customer Success Meetings with Service and Applications Engineers
  • Quarterly Business Reviews with executives

Parts and Warranty

  • Comprehensive 12-month warranty
  • Preventative Maintenance visits and parts included
  • Warranty part replacement with 4-hour delivery target
  • Access to reliability and performance upgrades
  • Extended service agreements available

Customer Support Portal

  • Detailed Planning, Setup, Operations and Maintenance Manuals
  • Support Cases (ticketing)
  • Secure, ITAR-compliant file transfer system
  • Software updates for Flow and Sapphire
  • Asset tracking and Work Orders
  • Usability and safety alerts (product notices)
  • Knowledge articles
  • Consumables and Spare Catalog