A service and maintenance contract is a formal agreement between a service provider and a customer that outlines the terms under which ongoing support, maintenance, and repairs will be provided for a product, system, or piece of equipment. These contracts are very common in industries like IT, manufacturing, construction, automotive, and facilities management.
What does it typically include:
- Scope of Services: What’s covered e.g., preventive maintenance, emergency repairs, software updates.
- Service Levels: Response times, hours and days of support and performance standards.
- Duration: The period of time covered under a contract.
- Cost: Fixed fees, hourly rates, or tiered pricing.
- Exclusions: What’s not covered (e.g., damage due to misuse, upgrades).
- Terms and Conditions: Legal obligations, cancellation policies, liability clauses.
Six reasons why service contracts are considered important:
- Predictable Costs: You avoid surprise expenses by locking in service rates and coverage.
- Minimised downtime: Regular maintenance helps prevent breakdowns and ensures quick fixes when issues arise.
- Extended equipment life: Proper upkeep can significantly prolong the life of machinery or systems.
- Compliance and safety: Ensures systems meet regulatory standards and safety requirements.
- Peace of mind: You know who to call and what to expect when something goes wrong.
- Priority Support: Contract holders often get faster response times and priority service.
What robotic service and maintenance contracts are available with Willach?
CONSIS B and CONSIS C machine sales typically involve the purchase of a service and maintenance contract which is referred to as the CONSIS Customer Care Program (CCCP).
With 20 years of experience supporting robotic systems in Australia, Willach has earned a consistent 5-star rating from customers. The CCCP includes:
- An annual preventative maintenance for your robot
- Unlimited emergency breakdown support
- All travel, parts and labour
- 365 days per year, 12 hours daily remote phone and diagnostic support from our technicians (the same ones who install your machine and undertake your service and any repairs)
- Ongoing training resources and 1-1 coaching for you and your team
- Access to the latest technology support including ongoing software upgrades to maintain compatibility with the latest dispense platforms (such as Fred Dispense Plus and MINFOS), plus optional hardware upgrades that extend the lifespan and efficiency of your system.
What makes the Willach service and maintenance program unique?
Whilst most robotic companies offer service contracts, Willach sets the gold standard and that’s by design.
Superior technicians
All technicians are employed directly by Willach and selected through a rigorous recruitment process to ensure that they:
- Have the highest mechatronic capability;
- Can engage and effectively communicate with busy pharmacists and staff;
- Demonstrate empathy and understanding and the critical role of the equipment inside your dispensary;
- Work around your operations, not disrupt them
- Take pride in their work and want to help customers
Outstanding training
Service driven culture
Calls to our 1800 number are answered by experienced technicians, not intermediaries. Where possible, issues are resolved remotely the same day. If onsite attendance is required, our Melbourne-based team is mobilised immediately to ensure the fastest possible response — including after-hours, weekends and public holidays when critical issues arise. Service isn’t just a sales pitch, it is embedded into our organisational structure. All technicians report to our Managing Director, ensuring:
- Immediate attention to issues
- No delays, no passing the buck
- A company-wide alert system when a machine goes down, getting you dispensing again is our highest priorit
Proven product reliability
Our robots are built to last. The quality of the product is second-to-none using the highest quality materials and componentry and superior design. This combined with the fatigue testing and a regular schedule of servicing and parts replacement is why Willach has sustained 99.99% uptime across the robotic fleet.
Smart monitoring and redundancy
Each CONSIS system includes intelligent sensors and diagnostic tools that help identify irregularities before they impact workflow. Built-in redundancy measures ensure that in the rare event of a component fault, the system continues operating smoothly while our technicians are alerted and ready to act.
More than a contract—a commitment to care
A service and maintenance contract isn’t just a line item in a purchase—it’s a commitment to keeping your operations running smoothly, reliably, and safely. The CONSIS Customer Care Program is designed to deliver not just technical support, but peace of mind. It’s in the moments that matter, when something goes wrong, when time is critical, when your team needs help, that the true value of the program shines.
Every CONSIS Customer Care Program is delivered directly by Willach — with no third-party contractors and no hidden service fees. You deal directly with the people who built, installed and maintain your machine.
At Willach, we don’t just maintain machines—we support the people who rely on them. That’s why our customers trust us, year after year.
