Service & Support

Support that goes the distance

You’re never alone with Robin. After installation and training, a dedicated Customer Service Manager remains your single point of contact, working closely with service and support teams to ensure success. Think proactive remote monitoring, health checks, software updates, and a service and maintenance plan that keeps hardware shipshape. Because each project and partnership is unique, so is our support. We define that closely up front with a Service Level Agreement (SLA) that promises a tenacious, solution-oriented approach.

Continuous remote monitoring

Our team keeps a finger on the beating pulse of your radar systems. Continuous remote monitoring ensures radars, servers, and peripheral applications are all functioning as they should. If we detect a snag, be it a power outage or connection problem, we reach out at the earliest opportunity during office hours to inform you and resolve it. Remote diagnostics tell us whether issues are hardware or software-related, so we can get you back on track as quickly as possible.

Software upgrades and updates

As well as health checks, and depending on your SLA, we can also roll out configuration updates that take performance even further. Most upgrades are standard, but if you need something custom, like refined detection zones, we tailor them to you. Updates are handled remotely (their duration depends on your specific radar system), and we keep an eye on their progress throughout. All changes are clearly documented, with the whole process reflecting your needs and input.

Hardware repairs and refurbishments

We fuse smart software with rugged hardware; one depends on the other. With a standard SLA, you’ll get a light service at one year, and a more in-depth one at two. We also accommodate unscheduled maintenance if and whenever it’s needed. Robin engineers own their work, adapt fast, and aim to fix issues the first time. If something’s off, we start with remote diagnostics. If your hardware needs attention, we reach out right away to schedule a solution. Most fixes only take one day, with repairs backed by an SLA that clearly defines what’s covered, response times, and warranty terms.