Remote Tech Support Services (RTSS)

Leave no doubt. Fault isolation starts here.

EIC provides Remote Tech Support Services (RTSS) to assist customers with troubleshooting and fault isolation on industrial automation equipment in the field. We support CNC machines, servo and spindle drives, VFDs, PLCs, HMIs, motion controllers, sensors, and integrated machine electronics.

RTSS was developed to meet customer demand for rapid, expert interpretation of machine faults and alarm conditions when full system testing is limited or not possible in the field. Our goal is to help your team isolate the most likely cause of a problem before replacing components, reducing downtime, cost, and diagnostic guesswork.

How RTSS Works

Our technicians review only the information you supply, which may include:

• Photos of equipment, wiring, LED status, or visible damage
• Videos demonstrating machine behavior or active fault conditions
• Alarm messages or error codes
• Parameter or configuration screenshots
• Manuals, part numbers, and written symptom descriptions

From this review, we provide:

• Expert fault and alarm interpretation
• Structured fault-isolation and troubleshooting recommendations
• Most-likely electrical, feedback, communication, or I/O failure points
• Follow-up guidance based on your team’s inspection results

Service Boundaries & Customer Responsibility

To maintain clarity and protect both EIC and the machine owner:

• RTSS is guidance only — not on-site service, commissioning, or OEM programming
• We do not advise bypassing alarms, overriding safety systems, or modifying parameters to mask faults
• All inspections, wiring changes, mechanical checks, and adjustments are performed by the customer or their personnel
• EIC assumes no liability for field actions or resulting machine/system behavior
• Each fault or alarm condition is considered a separate issue and requires its own RTSS engagement

RTSS Service Clarification

RTSS does not replace maintenance teams — this service delivers detailed, expert recommendations specifically tailored to your individual machine fault or alarm condition. All inspections and corrective actions remain the responsibility of your maintenance staff or designated technical personnel.

• RTSS does not replace maintenance teams or on-site technical personnel
• This service provides detailed recommendations and troubleshooting guidance tailored to your specific issue
• RTSS is designed to support your team, not substitute them

RTSS Service Fees

EIC has pricing that can meet everyone's needs.

• Standard RTSS support is billed at a flat rate of $575.00 per issue
• This Includes review of customer-supplied information, fault interpretation, structured troubleshooting guidance, and reasonable follow-up on the same issue
• Expedited troubleshooting response is available for an additional $150.00 fee per issue for priority handling
• This Ensures prioritized review and faster delivery for time-critical production environments
• No credits, discounts, or refunds are applied toward future repairs, parts, or services
• Any new or unrelated faults require a separate RTSS request

Why Customers Use RTSS

When you just can't seem to figure out what the underlying problem is, call on EIC for:

• Faster, accurate fault isolation
• Reduced machine downtime
• Fewer unnecessary parts purchases
• Expert interpretation of drive, control, and alarm behavior
• Data-based troubleshooting instead of trial-and-error

Who RTSS Is For

Best suited for:

• Maintenance teams
• Industrial electricians
• Field service technicians
• Controls engineers
• Machine owners managing complex system faults

If your system ultimately requires hardware repair, rebuild, or full bench evaluation, we will quote those services separately through standard EIC repair offerings.

Frequently Asked Questions – Remote Tech Support Services

1. What is RTSS?

RTSS is a remote technical guidance service provided by Electronic Industrial Controls (E.I.C. Inc.) to assist with troubleshooting, fault interpretation, and isolation of industrial electronic equipment alarms and failures in the field.

2. Does RTSS replace our maintenance team or technician?

No. RTSS does not replace maintenance teams or field technicians. This service provides detailed recommendations tailored to your specific issue only. All physical inspections, wiring changes, mechanical checks, and corrective actions must be performed by your maintenance staff or designated technical personnel.

3. What kind of equipment can RTSS support?

We provide recommendations for CNC controls, servo/spindle drives, VFDs, PLCs, HMIs, motion controllers, position sensors, I/O boards, encoders, resolvers, power sections, and other integrated machine electronics.

4. Can EIC remotely access my machine or log into it?

No. RTSS guidance is based solely on the information you provide (photos, videos, fault codes, manuals, and written descriptions). We do not connect to or control your system remotely.

5. Will the machine work after following RTSS steps?

We provide the most likely fault-isolation path, but final diagnosis and corrective results cannot be guaranteed, as EIC has no control over field conditions, machine mechanics, wiring integrity, environmental factors, or customer-side configuration.

6. What if we have more than one fault code or alarm?

Each fault or alarm is considered a separate issue. Any additional or unrelated faults require their own RTSS engagement and may incur additional fees.

7. How much does RTSS cost?

• Standard RTSS review & recommendations: $575.00 per issue
• Expedited RTSS response (priority handling): Additional $150.00 per issue

8. What qualifies as an “expedited” request?

Expedited service ensures your issue is moved to the front of the review queue for faster delivery. This is ideal for time-critical production environments requiring prioritized support.

9. Can the expedited fee be credited toward a future repair?

No. RTSS fees are standalone service charges and are not credited toward future repairs, parts, or evaluations.

10. Does EIC recommend bypassing alarms or safety faults?

Absolutely not. We do not recommend overriding safety systems, masking faults through parameter changes, or bypassing alarms that could lead to unsafe machine operation or further damage.

11. What if the recommendations don’t solve the issue?

EIC will provide reasonable follow-up review on the same issue, but if the problem proves to be a separate, unrelated, or newly discovered fault, a new RTSS request will be required.

12. Is RTSS OEM support or commissioning?

No. RTSS is not OEM support, programming, commissioning, or on-site service. It is expert technical guidance only, developed to support your team’s troubleshooting efforts.

13. What does EIC need from us to start RTSS?

The faster and more accurate the information, the better the results. Helpful submissions include:

• Clear photos of equipment and wiring
• LED status indicators
• Fault or alarm messages
• Parameter or BIOS screenshots
• Manuals or part numbers
• Videos showing behavior if available

14. If hardware is found to be faulty, what happens next?

If the issue is confirmed or suspected to be hardware-related, EIC will provide a separate formal repair or evaluation quote through our standard industrial repair services.

15. Why should we use RTSS?

RTSS helps teams:

• Reduce downtime
• Avoid unnecessary parts purchases
• Get expert fault interpretation
• Receive structured troubleshooting paths
• Improve accuracy in fault isolation

Looking For A Refurbished Replacement?

Maybe you are in need of just a replacement unit & have nothing to send in for repair.

We know there are plenty of reasons why a replacement unit may be the better option with regards to repair. First on the list might be that you are running fine with no issues, but you want to have a spare unit on the shelf just in case. Whatever the reason may be and while we have been in business for 30+ years by repairing & saving you money, we are always here to help in any way we can. If a replacement unit is the way you want to go, then fire up the phone 770-956-7838 or send us a REFURB Request. In addition, all refurbished / new replacement units come with the EIC stamp of approval.

Please be aware that while we have a vast network of contacts & suppliers for both repair and replacements that nine times out of ten, repair is the faster as well as cheaper option. The reason for this is because all refurbished & new replacement units are first sent to EIC for full evaluation & extensive testing. The exception to this rule is when we already have the unit in EIC stock.