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Support

Novarc's Customer Experience

Support

Solving Your Challenge is Our Goal

From the start of your journey with us, enjoy the support of dedicated and professional teams, ensuring a smooth installation, training, transition and optimal utilization of the SWR™. Our commitment to your success doesn’t end at implementation; it’s just the beginning.
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Support

Customer Success

From training to project completion, enjoy the support of a dedicated project manager, tailored shop layouts, and WPS development support, ensuring a smooth transition and optimal utilization of the SWR™. Our commitment to your success doesn’t end at implementation; it’s just the beginning.

Dedicated Project manager
Your journey is guided by a seasoned Project Manager who not only oversees every detail of the deployment but also ensures that your objectives are met with precision. They are your go-to expert, facilitating all aspects of the project and maintaining clear, consistent communication. Whether it's resolving challenges swiftly or adjusting project scope, your Project Manager is committed to your satisfaction and is always just a call away.
Custom Shop Layouts
We work closely with your team to create a custom layout that meets the unique needs of your shop. Our design experts utilize cutting-edge tools and insights gained from years of projects to optimize space and workflow, ensuring that your SWR is used effectively.
Training
To ensure that your team is proficient with the SWR and its processes, we offer comprehensive training sessions led by our knowledgeable trainers. These sessions are designed to be interactive and are tailored to the skill levels and roles of your attendees. Our trainers are expert welders; they understand the intricacies of a production welding environment.
Ongoing Support and Customer Success

Our Customer Support team is available to assist with any questions or issues, ensuring minimal downtime and maximum productivity. Also, our Customer Success Managers are dedicated to ensuring your long-term success. They are involved every step of the way, providing continuous support and advocacy.

WPS Development Support

Using our library of WPSs and PQRs, your staff has a strong head start on the development of your own detailed WPSs tailored to your operations. This critical foundation ensures that your team performs welds that meet stringent quality and regulatory standards, increasing reliability and reducing rework. If required, we can also work with your team on developing new and novel procedures*. With a robust team of project managers, customer success managers, customer support technicians, and trainers, we are equipped to handle every aspect of your project with world-class expertise and genuine care. Let us help you transform your operations.

*Subject to additional cost

Support

Support

At Novarc, we believe that exceptional service is the cornerstone of our partnership with you. Our dedication to world-class support is not just a promise; it’s the very foundation of how we operate. We understand that our success is directly linked to yours, which is why we go above and beyond to ensure you receive the support you need, when you need it.

Your Success is Our Goal

From the moment you choose Novarc, you gain more than just a product; you gain a dedicated team committed to your success. Our Customer Success and Support Teams are staffed with experts who are not only knowledgeable but also passionate about helping you achieve your business goals using Novarc’s solutions. Whether it’s through onboarding, troubleshooting, or providing insights for optimization, we’re here to support your journey every step of the way.

colonialwebb logo
"The support from Novarc has been great. If we’ve had issues, they’ve been taken care of nearly immediately. We haven’t really had an issue where the Novarc team wasn’t on it to help. And if the team wasn’t able to help by phone, somebody would come down to our facility within a couple of days"
ColonialWebb, A Comfort Systems USA Company
Support

NovCare Key
Benefits

We know that every organization has its unique set of technical support needs. At Novarc, we are committed to providing our customers with the best service possible to protect their valuable investment, and that is why we have combined our most requested services into two predefined NovCare packages Silver and Gold. Our comprehensive support packages are designed to address your training, maintenance, and troubleshooting requirements of the Spool Welding Robot.
Peace of Mind
With extended support coverage, you can optimize your uptime and mitigate the cost of your downtime
Priority Access
You receive a high-priority position in our support queue, which guarantees swift response times for remote technical support and rapid breakdown maintenance assistance
Preventive Maintenance Site Visit
This includes an annual site visit (operator re-training can be an option)
Software and Firmware Updates
Depending on your hardware’s generation of the power source and/or SWR, you’ll gain access to free software and firmware updates
Access to Novarc Academy
Enjoy unlimited access to our online learning resources through Novarc Academy
NovCare

NovCare Subscription Packages

Each NovCare Subscription will include the following services.

NovCare is currently available in United States, Canada and Australia. NovCare Europe is coming soon.

NovCare + Silver
NovCare + Gold
Maintenance

Annual Preventive

Maintenance Service

Included
One (1) annual preventive maintenance service
Included
One (1) annual preventive maintenance service
Maintenance

Breakdown (Corrective)

Maintenance Response

Included
Prioritized response within 72 business hours to schedule site visit. Service call billed as an extra per visit per day
Included
Prioritized response within 48 business hours to schedule site visit. Service call billed as an extra per visit per day
Maintenance
SWR Power Source Firmware Updates
Included
Included
Maintenance
Remote Technical Support Response To Open Tickets
Included

Promised service ticket response within 12 business hours

(Up to 24 business hours for Australia)

Included
Promised service ticket response within 2 business hours
Maintenance
Remote Phone and Dial-In Support for Technical Assistance & Recipe Generation
Included
Up to maximum 40 hours annually
Included
Up to maximum 60 hours annually
Maintenance
Scheduled Software Updates
Included
Included
Maintenance
Annual Re-Training of SWR Operators
Not included
Quoted on an as-needed basis
Included
One (1) annual re-training session for up to 3 trainees
Maintenance
Access To Novarc Academy
Included with Subscription
Included with Subscription

Talk With Our Experts

Contact us Today

The Novarc team is here to help. Contact us with any questions you may have, and we’ll assist you with the information or support you need. Just fill out the form, and we’ll be in touch shortly to discuss how we can help with your specific requirements. We look forward to hearing from you!  

For General support
+1 (778) 724-6717

For North America support
+1 (833) 366-8272

For Australia support
+1 (800) 644-135