Support
Support that actually answers the phone
Every robot we supply comes with UK-based support. Remote diagnostics, on-site maintenance, and real engineers who understand your setup.
Essential
Remote support for single-robot deployments.
- UK help desk during business hours
- Remote diagnostics and troubleshooting
- Software updates
- Email and phone support
- 48-hour response SLA
Professional
Full support for multi-robot and multi-site operations.
- Everything in Essential
- Extended hours support
- Remote monitoring and alerts
- Quarterly health checks
- 24-hour response SLA
- On-site visits included (4/year)
Enterprise
Bespoke support for large fleets and critical operations.
- Everything in Professional
- 24/7 support line
- Dedicated account engineer
- Priority parts and swap-out service
- 4-hour response SLA
- Unlimited on-site visits
- Custom reporting and analytics
Support and maintenance FAQs
What SLA response times are available?
Support tiers range from a 48-hour response on our Essential tier through to a 4-hour response on Enterprise, with 24-hour response on Professional. The right tier depends on how critical the robot is to your operation and whether you need out-of-hours cover. Full tier details are on our support page, and terms are confirmed in your support contract.
What uptime should I expect from a service robot?
Well-maintained Keenon units run reliably in daily commercial use across UK hospitality, care and logistics sites, with planned downtime limited to charging cycles and routine servicing. Actual uptime depends on usage intensity, floor conditions and how consistently consumables and battery health are maintained. We monitor performance remotely and flag any degradation before it becomes a failure where possible.
How is servicing and maintenance arranged?
Maintenance is included in Robotics-as-a-Service and Hybrid agreements, and available as an optional contract on purchased units. It covers software and firmware updates, sensor calibration guidance, battery health checks and hardware fault diagnosis, with engineer attendance where remote fixes are not sufficient. Routine cleaning of the unit itself is a straightforward daily task carried out by your own staff.
What happens if I need to escalate a support issue?
Start with our UK service desk by phone or the support portal. Essential and Professional customers are handled by the desk team; Enterprise customers have a dedicated account engineer who can escalate directly. If a fault needs an on-site visit, we schedule an engineer according to your SLA tier and keep you updated on status throughout.
How are spare parts and consumables supplied?
We hold spares in the UK for the models we supply, so common components — brushes, squeegees, filters, batteries — are replaced quickly rather than waiting on long import lead times. Consumables like cleaning solution are sourced locally by the operator; we advise on suitable products during onboarding and support can help source them if needed.
Are software updates included in support?
Yes. Software and firmware updates are included in all our support tiers and in RaaS and Hybrid agreements, covering navigation improvements, security patches and new features released by Keenon. Updates are typically applied remotely with minimal disruption, scheduled outside your busiest operating hours where possible.
What's covered
- Hardware faults and component replacement
- Software and firmware updates
- Navigation map updates and route optimisation
- Sensor calibration and cleaning guidance
- Battery health monitoring and replacement
- Staff retraining when needed
How to get help
Phone
01765 606700 (business hours)
freshmango@freshmangorobotics.co.uk
Portal
Log tickets, view status, and access documentation
Emergency
24/7 line for Professional and Enterprise customers
For insurance, data protection and service-level detail, see our Trust Centre.