Service & support
300+ LasX machines run in factories around the world. Here’s how you maximize your profit over a 15+ year design life.
Your LasX machine with a 15+ year design life is a relationship with LasX’s Laser Experts, not a transaction. Our ClearCut® Process & Equipment program is built around that.
Call or email our Equipment Service team. Have the serial number ready.
Or email service@lasx.com with serial number, part number or photo, and urgency.
Equipment service plans
Service priority, application support, discounts, and maintenance options
Three levels of ClearCut® support. Pick the one that matches how hard your machine will work — and move up as it works harder.
| Feature | BronzeEssential cover for lower-demand machines | SilverBalanced cover with operational support | GoldPeace-of-mind cover with essential extras |
|---|---|---|---|
| Priority service responseCalls go to the first available technician. When calls coincide, Gold is dispatched first, then Silver, then Bronze. | On-queue | Next up | First up |
| Field service without a purchase orderGold: a field service technician is dispatched on a call or email — no PO before on-site work begins. Parts and other services are quoted as usual. | PO required | PO required | Included |
| Preventative maintenance visits | Included | Included | Included |
| Travel expenses | Billable | Included | Included |
| Remote supportBronze remote support is quoted and ordered per incident. | Billable | 25 hours / year | Unlimited |
| Discounts on parts and unscheduled on-site labourDiscount levels are set in your ClearCut® agreement. | Discount | Larger discount | Largest discount |
| On-site System Health Check-Up | Optional | Optional | Included |
| Development and application supportGold includes a block of development hours each year. | Billable | Discounted | Included |
| LightGuide® software updates | Billable | Annual | Unlimited |
| Discounts on LasX products | Standard | Better | Best |
Understanding the return
Two or three unplanned incidents a year cost more than the plan
Reactive service is paid for by the incident: labour by the hour, travel each time, and parts at list. A single multi-shift stoppage can cost several times an annual ClearCut® contract in lost output alone. Preventing one is the whole return.
Ask your LasX representative to model your line with the ClearCut ROI calculator.
Reactive, per incident
- On-site labour, billed by the hour, per incident
- Travel and expenses, per incident
- Unplanned parts at list price
- No preventative visits, no included updates or training
ClearCut®, per year
- Scheduled preventative maintenance visits
- Remote support for rapid troubleshooting
- LightGuide® software updates
- Operator and maintenance staff training
- Discounts on parts and labour
System Health Check-Up
Keep your machine and your team at peak performance
A focused on-site service. Our engineers work directly with your operators and maintenance team to identify early-stage issues, optimise settings, and reinforce best-practice operation. It closes the knowledge gaps that staff turnover opens, brings new team members up to speed, and keeps the machine aligned with the latest LasX updates and support standards.
Included with Gold. Available as an option on Bronze and Silver, or standalone.
- Identify operational inefficiencies and performance opportunities
- Evaluate existing equipment concerns and production challenges
- Monitor and diagnose performance during live production
- Real-time improvement strategies and expert recommendations
Equipment Upgrade Program
A 15+ year design life means the machine outlasts its spec
Aging or unsupported components slow production and can put a machine outside service-plan cover. Upgrades bring earlier machines to current sources, controls, and software — far cheaper than a new machine — and requalify the equipment for ClearCut® cover. A quote starts from your serial number.
Controller and software
Every LasX machine can be considered for an upgrade to Proton λ and current LightGuide® releases — the same recipes, registration, and diagnostics as a new machine.
Laser sources and optics
Bring an older module to current CO₂, NIR, green, or UV sources for speed, edge quality, or a material the original source could not process.
Capability additions
µVerify™ inline inspection and Pulse beam confirmation, additional LaserSharp Processing Modules (LPM), robotics and automation — added to the machine you already own rather than replacing it.
End-of-life evaluation
Know what is going obsolete before it stops your line
Laser and scanner suppliers retire components on their own schedules, and their notices never cover a whole machine. Request an evaluation, at no charge, and our service team will identify what on your machine is at or near end of life, and what to do about it. Results within one week. No ClearCut® agreement needed.
In production
See it run
Owner questions
What does ClearCut® cover?
Three plans — Bronze, Silver, and Gold — covering dispatch priority, preventative maintenance visits, remote support, parts and labour discounts, software updates, and the System Health Check-Up. Every agreement is scoped to your installation; contact service with your serial number for a quote.
My machine is down. What's the fastest path?
Call the service line for your region — +1 651 762 5101 in the Americas, +49 371 6463 8815 elsewhere — or email service@lasx.com. When calls coincide, plan members are dispatched in plan order: Gold, then Silver, then Bronze. On a Gold plan, a field service technician is dispatched without waiting for a purchase order.
Can an older machine get current capabilities?
Every LasX machine can be considered for an upgrade — the Proton λ controller, current LightGuide® software, and current laser sources. Email service@lasx.com with your serial number for an upgrade quote.
How do I know if my machine has end-of-life components, and what can I do about it?
Request the no-charge end-of-life evaluation on this page with your serial number — results within one week. From there, we work with you to reduce or remove the risk, extend the machine's production life, and keep it supported on current technology; an upgrade usually costs far less than a new machine. You don't need a ClearCut® agreement for any of this, though a machine with unsupported components may need them addressed before it qualifies for ClearCut® cover.
Bought a used LasX machine — can you support it?
Usually — send the serial number and we'll tell you what support is available.