Cleaning robot service: compare SLA coverage and operating costs
A robot quote is incomplete if downtime arrangements are unknown. A fast reply to a support request is not the same as restoring cleaning. Compare service before purchase using an identical failure scenario for every supplier.
Separate three clocks
| Term | What the quote should define | Question |
|---|---|---|
| Response | Receiving and beginning to handle the request | Does an automated email satisfy the target? |
| Diagnosis / attendance | Identifying the fault or arriving on site | Remote or on-site, and during which hours? |
| Restoration | Returning the robot to the agreed task | Are parts and a repeat test included? |
PUDU publishes several Care packages, including a Basic package described as available only in the United States and Canada. Do not transfer a global web page’s coverage to a quote in another country. Confirm the actual service provider and written local scope.
A scenario to price
“The robot stops on Friday afternoon and cannot complete its next scheduled shift. What happens next?” Ask for support hours, when the response clock starts, incident classification and continuity arrangements. One shared scenario reveals the difference between a helpdesk and an on-site service commitment.
Costs that should be separate line items
- Remote diagnosis, travel and on-site labour.
- Parts, consumables and excluded components.
- Equipment transport and a replacement unit, where available.
- Preventive visits and maintenance left to the operator.
- Software subscription, connectivity and reporting features.
- Remapping after a building layout change.
Do not assume that the dock, water system or optional equipment receives the same coverage as the robot. List the components included in the quote. Gausium describes optional station equipment for Phantas; its inclusion and servicing must be confirmed for the purchased configuration.
A supplier comparison sheet
Use columns for supplier, service country, support hours, response target, attendance terms, parts availability, repair-period workaround, exclusions and price. “To be confirmed” is more accurate than zero. Ask for an explicit answer before ordering when the quote omits a condition.
Acceptance after a repair
Agree who checks restoration of the previous route, map, settings and required cleanliness. Switching the machine on does not establish task completion. Keep a report of the cause, replaced parts and post-repair trial.
Purchase decision: assess the service price together with the cleaning plan during downtime. This is a quote-discussion checklist; specific commitments come from the agreed document, not the phrase “premium service”.
Continue with the next step
Sources and scope
Documentation checked on 11 September 2026. Worked examples and worksheets are RoboMorrow editorial work, not results from hands-on device tests we performed.