General conditions of assistance

What can I expect from the support service ?

Our platform offers you assistance viaan online platformallowing you to open a support request. This "ticketing" system allows you to receive, track and process all your requests. Requests received by other means also generate a ticket.

Requests are processed Monday to Friday and assigned to a technician within 24 hours who will respond to the request or, if necessary, make contact to clarify the request and respond to it as best as possible. An alternative by e-mail is offered, by simply sending a request to the e-mail address :[email protected] 

On the online platform, it is possible for the customer to consult and manage tickets (in progress, completed...) as well as interventions. If your product is connected to the internet*, it is possible to carry out more in-depth diagnostics and to be much more efficient.

What is included with the basic assistance?

  • The general conditions ( are applicable and above the conditions of assistance.

  • Provide you with relevant material (instructions, product documentation, etc.) for the normal use of your Factory5 products in an industrial environment. Users must have sufficient knowledge of machining and the use of CNC controls.

  • Answers related to your connection, invoicing or guarantee request.

  • Bug resolution (blocking problems or unexpected behaviour due to misconfiguration on our part).

  • Problems that may arise during normal use of the machine.

  • In general, questions regarding the sale and advice on Factory5 products you wish to purchase.

What is included with the Assistance  Success Packs?

  • Basic or advanced training. Answers to problems you may encounter in using your Factory5 products (e.g. "How do I change the lubrication settings" or "I can't get the tool change to work")

  • Questions that require us to understand your business flows in order to help you implement your machine in your production.

  • Requests relating to or including modifications to the machine or its program specific to the customer's intended use.

  • Development of software or manufacturing programs.

  • Third-party software issues (use, integration, etc.).

  • Issues relating to third-party components (use, integration, etc.).

  • Modifications or components installed by third parties or the customer himself without installation instructions to the extent of our competence. 

  • Questions or problems related to a specific development or customisation carried out or a third party (which is machine specific only or involves code)

L' Assistance Success Packs allows you to get the most out of our products and covers what is not included with the basic support. We will take care of all the configurations as well as coaching you on how to use our products.


  • Night from Monday to Saturday 20:00-06:00: 50% surcharge

  • Saturday: 25% surcharge

  • Sundays and public holidays: 100% surcharge

Material and travel 

In general, all spare parts, options, accessories, travel expenses and deliveries are invoiced separately.