Technical Support
Help with setup, power-up checks, PLC and HMI communication, hardware operation and general product questions.
CUSTOMER SUPPORT
Support that keeps your training system in service.
Every Rising Edge Automation training system is assembled, functionally checked before dispatch and backed by a three-year warranty. If you need setup help, troubleshooting, spare parts or repair guidance, the support route is clear.
AFTERCARE MATTERS
Clear help, not a support maze.
Professional training systems have to work lesson after lesson, shift after shift and cohort after cohort. When something is not right, you need a clear route to useful guidance.
Our support process starts with understanding the issue, then moves through sensible checks, documentation, warranty assessment or quoted repair where required.
SUPPORT AREAS
Support, warranty and repairs in one place.
Practical assistance for customers, education teams, employers and training providers using Rising Edge Automation systems.
3-Year Warranty
Cover for defects in materials and workmanship under normal education, demonstration and workplace learning use.
Repairs & Spare Parts
Where practical, we can inspect damaged systems, quote non-warranty repairs and advise on suitable replacement parts.
WARRANTY COVER
Built properly. Backed properly.
The warranty is designed to protect customers against manufacturing, assembly and component issues while keeping the boundaries clear and fair.
Covered by the 3-Year Warranty
- Manufacturing defects
- Assembly defects
- Internal wiring faults
- Workmanship issues
- Faulty components supplied as part of the original Rising Edge product
- Faults occurring under normal education or industrial training use
Not Covered
- Accidental damage, misuse or abuse
- Damage or faults caused or materially contributed to by unauthorised modification, repair or alteration
- Damage or faults caused by an incorrect power supply, electrical connection or customer wiring change
- Liquid ingress, fire, flood or improper storage
- Damage caused by transportation, relocation or inadequate packaging after delivery. This does not affect rights relating to damage occurring before or during delivery by Rising Edge or its appointed carrier
- Normal wear and tear or cosmetic marks that do not affect operation
- Consumable items or accessories expected to wear through normal use
- Damage or faults caused by equipment, software or accessories not supplied or approved for use by Rising Edge Automation
- Operation outside the product's intended use or environmental conditions
HOW IT WORKS
A simple support process.
No jargon. No runaround. Just a structured route to identify the issue and agree the right outcome.
01
Contact Rising Edge
Email the issue, organisation name, proof of purchase if available, serial number and a clear description of what has happened.
02
Initial Checks
We may ask for photos, a short video or simple checks to confirm whether the issue can be resolved without returning the system.
03
Warranty or Repair Route
If inspection is needed, we will guide you through the correct form and explain whether the issue is likely to be warranty or chargeable repair.
04
Repair, Replacement or Advice
Where a fault is covered, we will provide an appropriate repair, replacement or other remedy having regard to the nature of the fault, product availability and any applicable statutory rights. Non-warranty repairs are quoted before chargeable work begins.
COMPLAINTS
Clear escalation if something has not gone right.
If you are unhappy with a product, service or support outcome, email support@rising-edge.co.uk and mark the message as a complaint. Include your order reference and serial number where available, together with a clear description of the issue and the outcome you are seeking.
We will acknowledge the complaint, investigate it and provide a written outcome. If you are a consumer and remain dissatisfied, our final response will also explain any alternative dispute resolution or other resolution arrangement that is available and that Rising Edge is required to participate in at that time.
CUSTOMER DOWNLOADS
Forms and policy documents.
Access the latest support guides, warranty information and service forms for your Rising Edge Automation training system. We’re here to make getting help as straightforward as possible.
Customer Support & Warranty Guide
Full customer-facing warranty terms, support scope and repair information.
Download GuideWarranty Claim Form
Use this when reporting a potential warranty issue with your training system.
Download FormService and Repair Request Form
Use this to request inspection or repair where the issue may fall outside warranty.
Download FormConsumer Cancellation Form
Model form for qualifying consumer distance or off-premises cancellations. Use is optional.
Download FormNot Sure Which Form?
Email us first and we will point you to the right route.
Ask SupportFAQ
Common support questions.
How long is the warranty?
Every Rising Edge Automation training system includes a three-year warranty from the date of delivery.
Who do I contact for support?
Contact Rising Edge Automation directly. You do not need to contact Siemens, component manufacturers or distributors for product support.
Can I buy spare parts?
Yes. Where reasonably practicable and subject to component availability and obsolescence, Rising Edge can supply replacement components or suitable engineering-approved alternatives.
Do you repair products outside warranty?
Yes, where practical. If the issue is not covered by warranty, we will provide a quotation before any chargeable repair work begins.
What information should I provide?
Please provide your organisation name, proof of purchase where available, product serial number, a description of the issue and photos or videos if they help explain the fault.
SUPPORT
Need help with a Rising Edge training system?
Email support and include as much detail as possible so we can help quickly.