Incomplete Scope for On-Site Commissioning Service (NXB-TRN-931-008) on S-5 Robot

Description

We purchased the NexBot Safety 931-008 On-Site Commissioning Service for our new S-5 robotic welding cell. The technician, Mark, came out last Tuesday and did a great job setting up the robot's basic movement, programming the safe zones, and ensuring the E-stop circuits were functional. However, he informed us that connecting the robot controller to our plant's central PLC via PROFINET for fault monitoring was not included in the scope of the service. We were under the impression that basic I/O and network communication setup to our primary safety PLC would be part of commissioning. Our line is currently unable to go live as we require this data link for our plant-wide safety and monitoring system. Can you please clarify why this was not included and what the next steps are to get this connection established? The robot is installed, but we cannot consider the commissioning complete from our perspective.

Symptoms

• Disagreement over service scope.
• Robot controller not connected to plant PLC.
• PROFINET communication not established.
• Production line integration is stalled.

Resolution

The support team reviewed the statement of work for the NXB-TRN-931-008 On-Site Commissioning Service. The standard service package includes commissioning of the robot and its dedicated controller only. Integration with external plant-level systems like a central PLC requires a separate integration service due to the variability in customer network architecture and protocols. This was explained to the customer. To resolve the issue and maintain a positive relationship, a quote for a 4-hour remote integration support block was generated with a goodwill discount. A senior integration specialist was scheduled to remotely guide the customer's on-site engineer through the PROFINET setup and I/O mapping between the S-5 controller and their plant PLC.

Resolution Steps

1. 1. Reviewed the detailed Statement of Work (SOW) for service SKU NXB-TRN-931-008 with the customer to clarify scope.
2. 2. Confirmed that plant-level network integration is not covered under the standard commissioning service.
3. 3. Coordinated with the sales department to create a quote for a discounted remote integration service block (SKU: NXB-SVC-REM-4HR).
4. 4. Received customer approval and purchase order for the remote service.
5. 5. Scheduled a remote session with a senior integration specialist.
6. 6. The specialist guided the customer's engineer in configuring the GSDML file and mapping the I/O points for PROFINET communication.
7. 7. Verified successful communication between the S-5 robot controller and the plant PLC.
8. 8. Closed the case after confirming the customer was satisfied and the production line was fully operational.