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
- Unauthorised modification or repair
- Incorrect power supplies, electrical connections or customer wiring changes
- Liquid ingress, fire, flood or improper storage
- Transport damage after delivery unless reported immediately
- Normal wear and tear or cosmetic marks that do not affect operation
- Consumable items or accessories expected to wear through normal use
- Faults caused by equipment, software or accessories not supplied 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
Valid warranty issues will be repaired or replaced at our discretion. Non-warranty repairs are quoted before chargeable work begins.
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 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 purchase.
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 practical, 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.