UFACTORY Support | E-Learning & Troubleshooting

Support Services

Response Within 1 Business Day

All technical support requests receive a response within one business day.

Warranty Coverage

For product defects caused by manufacturing or hardware quality issues within one year of product receipt, UFACTORY covers all repair or replacement costs.

Multiple Support
Channels

Reach our team via email, video calls, or dedicated messaging groups.

Global Service
Coverage

Support is available Monday through Friday for customers worldwide.

Global Technical Support Process

Remote Diagnosis

Our engineers will review the issue through email, online meetings, or dedicated messaging groups to identify the root cause and evaluate the next steps.

Remote
Troubleshooting

For issues your team can handle, our engineers will guide you through diagnostics and repair remotely.

Repair or
Replacement Support

If the issue cannot be resolved remotely, we will arrange return-to-factory repair based on local support availability and product condition. Where eligible, spare parts or a replacement unit can be provided.

On-Site Assistance

For complex issues that cannot be resolved remotely, on-site technical assistance may be arranged depending on the situation and regional availability.

Localized Support in North America

To better serve customers in North America, UFACTORY has established a localized support infrastructure designed to reduce downtime and eliminate delays caused by time zones or international logistics.

Local Technical Team

Our North American support engineers are familiar with local application scenarios.

Local Spare Parts Inventory

Frequently used replacement parts are stocked locally in North America to shorten lead times and minimize cross-border shipping delays.

Local Repair Capabilities

Common hardware issues can be repaired locally whenever possible, reducing turnaround time. For more complex issues, factory-level repair coordination will be arranged.

Advanced Replacement & Loaner Units

Eligible products may receive replacement units or, when available, loaner robot arms to minimize downtime.

Academy

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Core Training

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Advanced Training

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Maintenance and Troubleshooting

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Designed for beginners to UFACTORY robots, Core Training covers everything needed to build a pick-and-place application, including feature overviews, robot and tool setup, software configuration, command fundamentals, safety settings, and motion optimization.

Advanced Training covers in-depth tutorials beyond Core Training, including using I/O signals to trigger offline tasks and updating the firmware of the control box and UFACTORY Studio.

Covers routine inspections, basic maintenance, and resolution of common issues. Enables in-house handling of core support tasks to minimize downtime and extend system lifespan.

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