Inquiry Regarding Scope of NXB-TRN-931-005 On-Site Commissioning Service

Description

We recently purchased the NXB-TRN-931-005 On-Site Commissioning Service for our new R-50 robot cell. The field technician arrived on schedule and completed the initial robot setup, controller connection, and safety I/O verification. However, when we asked him to begin integrating our third-party PLC via EtherNet/IP for handshaking signals and to program the ten required pick-and-place routines for our machine tending application, he informed us that this level of application-specific programming and integration was not included in the standard commissioning service. We were under the impression that 'integration and performance validation' covered making the robot operational for its intended task. The technician has completed his standard checklist, but we have not signed the completion certificate as we need clarification on why this critical programming work is considered an additional service. Please advise on the defined scope of work for this service SKU.

Symptoms

• Disagreement on service scope
• Commissioning completion certificate is pending signature
• Customer expected application-specific programming
• Confusion about 'integration' vs. 'application engineering'

Resolution

Contacted the customer to clarify the scope of the NXB-TRN-931-005 service. The standard on-site commissioning is designed to ensure the robot hardware and controller are installed correctly, safety systems are functional, and the system is ready for application programming. It covers physical setup, I/O checks, mastering, and loading a basic homing program. It does not include application development or integration with external process equipment like PLCs. We provided the customer with the service's official Statement of Work document. A referral was made to our sales engineering team to scope and quote the required PLC integration and application programming as a separate project.

Resolution Steps

1. Reviewed the customer's purchase order and the official Statement of Work for service SKU NXB-TRN-931-005.
2. Called the customer contact, David Chen, to discuss their expectations and the defined service scope.
3. Emailed the customer a copy of the service data sheet highlighting the inclusions and exclusions.
4. Explained that 'commissioning' validates the robot as a standalone system, while 'integration' connects it to the customer's specific process.
5. Confirmed with the field technician that all items on the standard commissioning checklist were completed successfully.
6. Created a new sales opportunity and assigned it to an applications engineer to provide a quote for the additional programming and PLC integration work.
7. Received confirmation from the customer that they understand the distinction and will approve the original commissioning work order.