Tech Support

The fastest way is to submit the support request form with a short description of the issue, ideally with a photo or short video. You can also call our team directly during business hours.

Clear details help us diagnose faster, often before a site visit is needed. To start, request support.

Every TensileMill CNC machine comes with a 12-month limited warranty. Extended warranty options and preventative maintenance packages are also available to match your usage and uptime needs.

Extended coverage suits labs running high test volumes. To discuss options, talk to a specialist.

Yes. Alongside the standard warranty, we offer extended coverage and preventative maintenance packages that keep your machine within tolerance and reduce unplanned downtime. These are tailored to how heavily you use the system.

Planned maintenance protects both uptime and accuracy. To set up a plan, request a personal quote.

When a site visit is needed, we aim to have a certified Service Engineer at your facility on the following business day. Many issues are resolved remotely first, so an on-site visit is only arranged when it is truly required.

Fast response keeps your quality line moving. To request a visit, request support.

Yes. Our engineers are a call, email, or screen-share away and can walk you through TensileSoft and Fanuc settings, controller adjustments, and troubleshooting. Sharing a photo or short video of the issue speeds up diagnosis.

Remote support often resolves issues without a site visit. To reach us, request support.

Yes. Spare parts for your TensileMill CNC are held in stock and ready for shipment, so a worn or failed component does not have to stop testing for long. Keeping key parts available is central to minimizing downtime.

Ready parts keep your quality line moving. Explore our consumables and spare parts.

Because critical parts are kept in stock, most ship quickly to your facility. We are committed to keeping your downtime as short as possible so your testing schedule stays on track.

Fast turnaround is part of our support commitment. To check a part, talk to a specialist.

Yes. We stock milling tips and consumables for a wide range of materials and are happy to recommend the most suitable option for the finest finish on your specimens. Matched tooling protects gauge quality and tool life.

The right consumable keeps your specimens clean and compliant. Explore our consumables and spare parts.

Yes. Operator training is provided at installation and can be arranged afterwards, so your team can run the machine correctly and get valid results from the start. Proper setup and alignment are part of accurate testing.

Well-trained operators protect both data and equipment. To arrange training, talk to a specialist.

Yes. Our continuously growing support network spans the globe, so wherever you are, we can arrange remote guidance or a certified representative for on-site assistance. Location does not limit the help you can get.

Global coverage keeps every lab supported. To reach the right team, talk to a specialist.

Yes. Working with ISO 17025 accredited partners, we calibrate and recertify testing machines, load cells, and extensometers to ASTM E4 and ISO 7500-1, and can also cover specimen preparation equipment. This keeps your results traceable between audits.

Regular calibration keeps you audit-ready. See our standards and certification.

The most useful details are:

• Your machine model
• A clear description of the issue
• A photo or short video, and any error messages

This lets our engineers diagnose quickly and often resolve it remotely. To submit these, request support.

For calibration and certification, yes, we coordinate ISO 17025 accredited service for third-party testing machines as well as our own. For mechanical service, sharing the make and model lets us advise on what we can cover.

This helps bring an existing lab into compliance. See our standards and certification.

You can submit the support request form for a prompt engineering response, or reach the team through our contact channels during business hours. Either way, a short description of the issue gets you help faster.

We are pleased to help in every way we can. To get started, request support.

Your ticket goes through four steps. It is reviewed by our Customer Support team, assigned to the technical support specialist best qualified for your equipment and application, and then a member of our team or your assigned technician contacts you within 4 business hours to begin troubleshooting.

Within 4 business hours of your ticket being submitted. The more detail you provide up front, including machine model, serial number and a photo or short video of the issue, the more likely it is that the first contact already carries a solution.

You can go directly to the people already working on it. Contact your Account Manager using their direct phone extension or email, or contact your assigned Technical Support Specialist by phone or email for updates and continued assistance. There is no need to open a second ticket.

The serial plate is fixed to the machine frame. A clear photo of that plate is the fastest way for us to confirm your exact configuration, so the support request form lets you upload an image of it directly.

Every TensileMill CNC machine carries a 12 month limited warranty from delivery, and many customers hold an extended warranty or preventive maintenance plan on top of that. If you are not certain, tick the option in the support request form and we will confirm your coverage from our records.

Yes. The support request form lets you tick every unit affected rather than choosing a single one, so a shared issue across several systems can be handled in one ticket by one specialist.