Support, installation and after-sales
What is supplied before an order, during installation and after commissioning, the written maintenance schedule handed over with the system, and how warranty terms are stated.
Support across the project
Before an order
Send the venue type, a site photo or floor plan, the object to be displayed, the visitor path and the destination country. We reply with the suitable family, an indicative configuration and the questions still needed for a layout drawing.
Design review and layout drawing
The drawing fixes dimensions, fixing points, power and data routes, ventilation gaps, service access and every trigger or stop position. It is the document both sides work from before fabrication starts.
Installation and commissioning
A wall survey and laser level come first, then track fixing, carriage hanging, cable carrier routing and limit-switch setup. Commissioning tests each trigger point, the emergency stop, the home position after a power loss, touch calibration and playback from a cold start. On-site installation can be quoted where it is needed.
Acceptance, handover and training
The finished system is checked against the agreed design before handover. Staff receive a short operating sheet, the cleaning method and the content export templates; a user test with real visitors is run before sign-off where the venue allows it.
Maintenance and spares
A written schedule covers glass cleaning, monthly cable checks, quarterly pulley inspection and lubrication, firmware updates and an annual professional inspection. Spare parts are identified from the configuration list so a replacement matches the original panel, player, glass or drive.
Warranty and after-sales
Warranty scope and duration are stated in the quotation for the specific configuration, along with the route for remote troubleshooting and the escalation path for a fault. Blanket warranty terms, certificates and named customer references are deliberately not published as static marketing text.
Support questions
01What does a warranty cover?
The scope and duration are stated in the quotation for the specific configuration. This site does not publish a blanket warranty term because the hardware and the installation scope differ by project.
02Can we install the system ourselves?
Yes for most freestanding cabinets, using the supplied level, power, ventilation and commissioning sequence. Rail systems and wall-mounted builds are normally quoted with supervised installation.
03How is content updated after handover?
The content files, export templates and playlist map are handed over with the system. Replacing a loop does not require a service visit; a network CMS is optional.
04How are spare parts identified?
Each system has a configuration list. Quote that list when requesting a replacement so the part matches the original panel, player, glass or drive.
05Which cleaners are safe for the glass?
Use an approved screen cleaner applied to a soft cloth, wipe in circles and dry with a clean cloth. Alcohol and ammonia based cleaners, and spraying liquid at a panel edge, are excluded from the handover instructions.
06What ambient conditions does the system need?
Keep the room between 10 and 35 deg C and 30 to 70 percent relative humidity, away from direct heat and condensation. An annual professional inspection covers limit switches, earthing and ventilation.
Related sections: downloadable PDF guides, how the formats work, customisation capabilities, support and warranty, technical guides.
Ask about an installation
Share the space, the product family and the viewing goal. We will come back with a configuration, indicative specification and a layout proposal.
Written service schedule handed over at commissioning
The intervals below come from the service instructions issued with rail and cabinet systems. They are written into the handover pack so shift changes do not depend on one trained operator.
| Interval | Task | Why and how |
|---|---|---|
| Daily to weekly | Clean outer glass with an approved screen cleaner applied to the cloth, wipe in circles and dry with a clean cloth. | Avoid alcohol or ammonia based cleaners and never spray liquid onto a panel edge. |
| Monthly | Check power and signal connectors and watch the carriage travel from end to end. | Loose cabling causes intermittent faults; jitter or stalling means the track level needs adjusting. |
| Quarterly | Inspect pulleys and running surfaces for wear and apply a silicone based lubricant where specified. | Keeps movement smooth and protects the drive from unnecessary load. |
| Every six months | Apply player and controller firmware updates and review the playlist and trigger map. | Fixes known issues and keeps remote status monitoring usable where it is enabled. |
| Annually | Arrange a full inspection of hardware, software compatibility and safety devices. | A qualified technician checks limit switches, earthing and ventilation; the unit should not be dismantled in-house. |
Operating environment: keep the room between 10 and 35 deg C and 30 to 70 percent relative humidity, away from direct heat and condensation. Where remote monitoring is enabled the player can report its status; keep an emergency fallback such as a printed guide or a spare display so a fault does not stop the exhibition.