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AMR IL 1200 in the hall in Rheinböllen, three service technicians with a laptop at a whiteboard in the background
RHB-Robotics · Service

When a vehicle stops, we are there for you.

Full transparency: what you receive automatically, what you can add, and where our commitments end.

Discover the service scope
At a glance

What is included in our partnership, and what you can add on top.

Our entire service portfolio at a glance.
On the left, the basics.
On the right, your options for customization.

Always included

Base coverage

Five services you can rely on from day one.

Hotline support24 hoursRemote and on-site supportMon–FriCommitted appointment for on-site work48 hoursSpare parts availability7 yearsThroughput commitment95 %
Bookable

More performance, your choice

Seven services that change how fast, how often and to what extent we act for you.

Extended service level agreementCommitmentsReplacement vehicle coverProtectionAdditional vehicle for a fixed termExpansionScheduled maintenanceUpkeepWear parts subscriptionPredictabilityExpress dispatchSpeedTrainingKnow-how
Guaranteed for every operatorFreely combinable
How we see it

Service, the way we live it.

An AMR system never runs on its own, but right in the middle of your material flow. If it stops, your production stalls too. That is why we see the handover of the system not as the end of our responsibility, but as its beginning.

01

Base coverage that is not up for negotiation

These five commitments always apply, regardless of any booking: hotline, remote and on-site support, appointment commitment, spare parts availability and throughput.

02

Clarity instead of small print

Limits exist everywhere. With us, you find them right where you look, not hidden in the small print.

03

You pay for added value, not for access

What you book decides the speed, frequency and scope of our response. Access itself is always open to you.

04

Short paths between service and engineering

No detour, no delay: faults and diagnostic data go straight to your vehicle's development team. Insights from the field continuously improve software, spare parts and maintenance.

Base coverage

What we offer all our partners.

Even without any booking, you have our base coverage. Here you can see what you can rely on in every case.

01Mon–Sun, 24 hours

Hotline support

The service

Around the clock, every day of the week: your fault report is taken, recorded and assessed by a specialist immediately.

Your benefit

In the event of a fault, you always reach someone who assesses the situation and resolves straightforward problems directly, free of charge and without booking.

In detail

Our hotline team records and assesses every fault report with expertise, reachable day and night, seven days a week.

Reaching the hotline is free of charge, regardless of whether you have booked any services. We resolve straightforward cases directly over the phone.

02Mon–Fri, 07:00–17:00

Remote and on-site support

The service

Monday to Friday, 07:00 to 17:00: both support levels are open to you.

Your benefit

You get access to remote diagnostics and on-site work without needing any separate arrangement or booking.

In detail

Remote support and on-site support are available to you in principle. Without booked services, however, no response times are committed; cases are handled according to available capacity.

Labour hours for remote and on-site support are billed hourly at the rates applicable at the time. Travel costs for on-site work are charged separately.

Without booking: There are no committed response times. You agree binding times via the extended service level agreement.

0348 hours

Committed appointment for on-site work

The service

Within 48 hours of your fault report being passed to on-site support, a jointly agreed appointment is in place.

Your benefit

After reporting a fault, you are not left in the dark; you know quickly when the visit will take place.

In detail

Where a fault requires work at your site, we commit to this deadline regardless of any booked services.

We guarantee that an appointment is agreed, not the exact time of the visit itself. That depends on scheduling and available capacity.

Note: If you need a binding commitment on when our service staff will actually be on site, you will find the levels in the extended service level agreement.

047 years from handover

Spare parts availability

The service

All relevant spare parts for your supplied AMR types are guaranteed available for seven years from handover.

Your benefit

Maintenance without worry: we take care of parts sourcing, you focus on your operations.

In detail

Our parts logistics are open to you at any time. Material is charged; a shipping time is only guaranteed with a corresponding agreement.

If a part is discontinued or changed by a supplier, you learn about it from us in good time. That leaves room to prepare, and we find a solution together.

Well before the availability guarantee expires, we approach you and work out a plan for the next steps together that fits your operation.

Without booking: There is no committed dispatch time. You agree faster provision via express dispatch.

0595 % over 24 months

Throughput commitment

The service

In the first 24 months from handover, we commit to at least 95 percent of the throughput agreed in the transport matrix.

Your benefit

Committed in writing, proven at acceptance: you get the performance your system was designed for.

In detail

This commitment is part of the system delivery.

We demonstrate the performance of your system at acceptance according to VDI 2710 Part 5. This establishes from the outset that the configuration delivers on its promise.

The commitment applies to the transport matrix the design was based on and to the number of AMR systems supplied. Downtime outside our area of responsibility does not count; attribution follows the guideline named above.

How this relates to the replacement vehicle cover: Within the first 24 operating months, this commitment covers failures that are our responsibility. The replacement vehicle cover can be added from operating month 1 and applies during this period to failures that are your responsibility. From month 25 the throughput commitment ends, and the replacement vehicle cover takes over all failure causes.

24/7hotline reachable
48 hto the committed appointment
7 yearsspare parts from handover
95 %of throughput in the first 24 months
The RHB-Robotics service team with the service vehicles at the Rheinböllen plant
Three service technicians discussing measurements at a whiteboard in the hall
A service employee with a headset and a colleague looking something up in the documentation
How a service case runs

Your vehicle has stopped? Here's what happens next.

Our service is organised in three tiers that build on one another. A fault only passes through as many tiers as needed to resolve it. The aim is to get your AMR system running again as quickly as possible, using only the effort actually required.

1

Hotline support

Mon–Sun, 24 hours

Your report is taken, recorded and assessed by a specialist; straightforward cases we resolve directly over the phone.

Hotline support, a service employee with a headset in front of a ticket overview and an active call
2

Remote support

Mon–Fri, 07:00–17:00

We diagnose and resolve faults directly via remote access to your AMR system, fast and with no travel time.

Remote support, a service employee with a headset at a workstation in the hall, an AMR in the background
3

On-site support

Mon–Fri, 07:00–17:00

If a fault cannot be resolved remotely, our service staff come to you. How fast is something you set with the extended SLA.

On-site support, service technicians at an opened AMR in front of the service vehicle
Limits without booking

What does not apply without booking.

So that you can plan your operation accordingly, we set out explicitly which commitments do not apply without booked services.

Committed service hours

Extended SLA →

Committed response times for remote support

Extended SLA →

A guaranteed deadline for our service staff's actual arrival on site

Extended SLA →

Maintenance visits on a fixed cycle

Maintenance →

Fixed dispatch times for spare and wear parts

Express dispatch →

In these cases we provide services according to available capacity and bill by time and material.

Operator duties

Your duties, our support.

Operating an AMR system comes with legal duties that you, as the operator, are responsible for.

Your responsibility

Periodic inspection

This includes above all the periodic inspection of the work equipment, commonly known as the UVV inspection. Carrying it out is your responsibility, regardless of any booked services.

We take it on

Covered by full maintenance

The legally required safety inspections are part of full maintenance. If you commission or book full maintenance, these inspections are carried out as well and documented for you by RHB-Robotics, ready for audit.

Optional services

Your service, individually extended.

Seven building blocks, each bookable on its own.
This lets you tailor our response in a service case precisely to your operation.

Commitments

Extended service level agreement

The service

Binding commitments on service hours, response times and on-site presence. The three areas can be agreed individually.

Your benefit

You know before a fault occurs what you can rely on, and you plan operations and staffing around it.

The limit

A commitment on when a fault is resolved. What can be committed is the start of work and presence on site.

All details

1 of 3 · Committed service hours

Without booking, remote and on-site support are available to you Monday to Friday, 07:00 to 17:00, as capacity allows. With this agreement, your requests are handled as a firm commitment within this window.

2 of 3 · Committed response times

The response time is the interval between your qualified fault report reaching us and the start of work in remote support. It is not a commitment on when the fault is resolved.

under 3 hrsLevel 1 *We start work in remote support no later than three hours after your fault report arrives.
under 2 hrsLevel 2 *We start work in remote support no later than two hours after your fault report arrives.

* Response times only run within service hours, Monday to Friday from 07:00 to 17:00.

3 of 3 · Committed on-site presence

Where a fault cannot be resolved remotely, you can agree a binding deadline by which our service staff will be with you. The level available depends on the driving time from our site in Rheinböllen.

96 hrsup to 7 hrs driving time *Our service staff are at your site within 96 hours of the fault report arriving at on-site support.
72 hrsup to 5 hrs driving time *Our service staff are at your site within 72 hours of the fault report arriving at on-site support.
48 hrsup to 3 hrs driving time *Our service staff are at your site within 48 hours of the fault report arriving at on-site support.

* All levels refer to the agreed service hours. Weekends and public holidays interrupt the deadlines.

Without this agreement we commit to having agreed an appointment with you within 48 hours of your fault report being passed from remote to on-site support. The levels go further: you set the deadline by which our service staff are actually on site.

Note: These commitments can be met provided the conditions at your site allow it, in particular the distance to Rheinböllen.
Whether and on what terms the chosen level can be implemented is assessed case by case.

Protection

Replacement vehicle cover

The service

If one of your AMR systems fails, we provide an identical model from our central pool in Rheinböllen. For a monthly amount per covered vehicle, bookable from operating month 1.

Your benefit

The security of a replacement vehicle without having to buy and hold one yourself. Your material flow keeps running.

The limit

Repair of the failed vehicle, a replacement vehicle kept permanently at your site, and transport, provisioning and travel costs. In operating months 1 to 24 also failures attributable to us, which are covered by the throughput commitment.

All details

How it works

  1. 1 You pay a monthly amount per covered vehicle.
  2. 2 In the event of a failure we provide an identical model within an individually agreed deadline.
  3. 3 You use the replacement vehicle for as long as your own vehicle is being repaired.

Not included

  • Permanently keeping a replacement vehicle at your site.
  • Repair of the failed vehicle; this is a separate service.
  • Modifications to the replacement vehicle beyond the identical standard model.
  • Transport, provisioning and travel costs.
  • Failures that are our responsibility during operating months 1 to 24, covered by the throughput commitment.

Bookable from operating month 1: In operating months 1 to 24 the replacement vehicle cover applies solely to failure causes attributable to you, for example operating, handling or environmental errors.
For failure causes attributable to us, our throughput commitment applies during this period, so no double cover arises. From operating month 25 the cover extends to all failure causes.

Expansion

Additional vehicle for a fixed term

The service

One or more additional AMR systems from our central pool, limited to an agreed period. With no monthly flat rate.

Your benefit

You cover seasonal peaks or temporary extra demand without investing in another vehicle.

The limit

Permanently keeping a vehicle at your site, commissioning per vehicle called off, and transport, provisioning and travel costs.

All details

How it works

  1. 1 You add one or more additional vehicles from our pool for a defined period.
  2. 2 Billing covers the period booked in each case.

Not included

  • Permanently keeping a vehicle at your site.
  • Modifications to the vehicle beyond the identical standard model.
  • Commissioning, which is charged per vehicle called off.
  • Transport, provisioning and travel costs.

Note: The replacement vehicle cover and the additional vehicle are supplied from the same central vehicle pool. We agree availability with you in each case. You can book the additional vehicle for a fixed term from the handover of your AMR system.

Upkeep

Scheduled maintenance

The service

Recurring maintenance to our maintenance protocols, in a scope and cycle you choose, fully documented.

Your benefit

Operational safety and availability stay predictable, and the legally required inspections are covered by full maintenance.

The limit

Faults and damage beyond the maintenance scope, any spare and wear parts required, and travel costs for the visit.

All details

Selectable scopes

Full maintenanceInspection and maintenance of all electrical and mechanical components, including the legally required safety inspections: insulation measurement, a test run with a personnel safety check, and a brake test.
Functional maintenanceAll maintenance and wear work included in full maintenance, but without insulation measurement and without the test run.

Selectable cycle

  • One-off
  • Twice a year
  • Quarterly
  • Individually by arrangement

Your contribution

You make the AMR systems available at the agreed time. If our service staff wait longer than 30 minutes, we charge additional labour time and, where applicable, overnight and extended-stay costs separately.

Not included

  • Resolving faults and damage that go beyond the maintenance scope.
  • Spare and wear parts, where they have to be replaced in the course of maintenance.
  • Travel costs; these are charged separately for each maintenance appointment.
Predictability

Wear parts subscription

The service

The wear parts you need regularly arrive as a service kit on a recurring cycle, instead of being ordered one at a time.

Your benefit

You do not have to keep track of demand yourself and avoid standstills caused by missing parts.

The limit

Fitting the parts supplied, and spare parts not listed as wear parts in the package chosen.

All details

Selectable packages

CompleteCovers all known wear parts.
Lift mechanismWear parts of the lift mechanism.
WheelsWear parts of the chassis, castors and wheels.

Prerequisite

The parts supplied are fitted either by our service personnel or by your qualified staff. For your staff we strongly recommend completed Maintenance training.

Not included

  • Fitting the wear parts supplied; this is charged separately.
  • Spare parts outside the package chosen.

Note: Natural wear is not a defect and is therefore not covered by the statutory warranty.

Speed

Express dispatch

The service

Spare parts you need are shipped with priority, within the agreed shipping level.

Your benefit

Shorter downtime in the event of a fault, because the part you need reaches you sooner.

The limit

The cost of the spare part and of the shipping itself, parts that are not in stock or no longer available, and fitting.

All details

Delivery levels

48 hrsLevel 1Dispatch within 48 hours.
24 hrsLevel 2Dispatch within 24 hours.

Not included

  • The cost of the spare part and shipping.
  • Fitting and installation on site.
Know-how

Training

The service

Hands-on training in three levels, from everyday handling of the AMR through to independent repair.

Your benefit

Your staff become increasingly self-sufficient, you react faster in your own operation and depend less on external service.

The limit

Travel, accommodation and subsistence costs, individually assembled content, and any assurance that trained staff will resolve particular service cases on their own.

All details

The three levels

OperatorBasic technical understandingOperation in daily use: safety rules, daily maintenance and cleaning routines, clearing simple faults, and packing and unpacking an AMR safely.
Power UserAdvanced knowledge of mechanics and electricsIn-depth system and fleet management knowledge: extended maintenance and diagnostic work, fault clearing, replacement of defined components, and commissioning and decommissioning.
MaintenanceCompleted technical apprenticeshipComprehensive maintenance and repair: fault resolution, decommissioning and recommissioning, and proper removal and fitting of components and assemblies.

Not included

  • Travel, accommodation and subsistence costs for our trainers; these are charged separately.
  • Tailor-made training outside the levels described; we offer this on request.
  • Any assurance that trained staff will resolve particular service cases on their own. Training provides the necessary capability, but is not a guarantee of success.
Maintenance on an opened AMR, service technicians with a laptop and a measuring instrument at the service vehicle
Checking a safety laser scanner with a caliper
Maintenance training, a trainer explaining a safety laser scanner
General terms

What applies to every service.

01

Contract terms

Services taken on subscription run for twelve months as standard. Without notice given at least two months before expiry, they extend by a further year.

02

Travel costs

Travel costs for service visits and for training are always charged separately. We do not offer flat-rate cover.

03

Labour hours

Labour hours for remote and on-site support are billed hourly at the rates applicable at the time. The services change the committed times, not the billing principle.

04

Statutory warranty

The statutory warranty applies to defects that were already present when the AMR system was handed over. No service changes its scope and none replaces it. They change only how fast, how often and to what extent we act for you.

05

Prerequisites

The technical and organisational prerequisites set out in the contract apply, in particular the floor specification, access to the systems and the agreed reporting channels.

Contact

We are happy to advise you.

Talk to us.
Together we will find the service scope that fits your operation.

Your contact
David Weber

David Weber

Service Coordination

david.weber@rhb-industries.de

RHB-Industries GmbH
Teves-Straße 1
55494 Rheinböllen, Germany

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