24 hour service and support

The decision to opt for an automated materials handling solution is usually based on increasing operational efficiencies and represents significant investment.

n order to maximise that investment and ensure the highest levels of system ‘up time’, Diamond Phoenix Automation offer a range customer care packages the can be tailor made to suit your specific requirements.

From a single vertical carousel to a fully automated warehouse we can deliver the right package for you.

  • Planned maintenance service visits
  • 24/7, 365 days telephone support
  • 24/7 breakdown callout response
  • Residential Engineers
  • Spare parts
  • System training
  • Detailed documentation
  • System enhancements

UK & Ireland Engineer Support Network

Diamond Phoenix Automation Ltd maintains a comprehensive network of service and maintenance engineers nationwide, able to respond to breakdowns in less than 4 hours to all but the most remote sites. We use teams based around the UK & Ireland – all coordinated through our own directly employed staff from our HQ in Central Milton Keynes here in the UK, which can be accessed 24/7 through our 0800 priority telephone service.

Our customer base includes many blue chip companies. Clients utilising our service department in the UK include: Ikea-Ashton, Coventry & Wembley, Carphone Warehouse, Marks & Spencer, Dental Directory, Rolls-Royce, DHL, etc.

All our engineers are highly trained and have many years’ experiences of installing and maintaining systems of the equipment type you have installed.

Service & Support Summary

Diamond Phoenix Automation Ltd has several levels of hardware and software service plans available to serve our customers.

Standard Warranty Support

For customers with systems supplied by ourselves or others, Diamond Phoenix Automation Ltd maintains a Technical Support Centre to provide a timely response to problems with online support and our 24 hour Support Hot Line on 0800 858 229.

Scheduled Maintenance Plans

Diamond Phoenix Automation scheduled maintenance plans which provide a commitment to respond and perform on-site scheduled maintenance. Local subcontractors and installers may be used to perform on site maintenance. This schedule is created in a bespoke manner to provide the required level of maintenance using the latest technologies based on the workload of the equipment, its age and criticality to the operation.

Upon completion of each scheduled maintenance service, a checklist plus any recommendations will be given to the Maintenance Manager. Diamond Phoenix Automation Ltd will use parts from the customer’s inventory.

Permanent Onsite Presence

In some circumstances a full time engineering team may be required on site and Diamond Phoenix offer to employ a dedicated team to work to any desired shift pattern at the client’s site.

Support Plans

In addition to Standard Warranty Support for our own installations, Diamond Phoenix offers 8/7, 24/7, etc, plans as well as other custom plans as required for a wide range of manufacturers equipment. Where required, we can guarantee an engineer to site in less than 4 hours from a call to our dedicated hotline. These plans can be in support your own engineers or where none are employed or available we can provide first line response to provide peace of mind and allow our clients to focus efforts on core priorities.

Training Plans

In the years after a system becomes operational it can become necessary to train new personnel on the equipment or the software. Diamond Phoenix Automation Ltd offers ongoing training plans to support customers long after a system becomes operational.


Spares availability is critical to maintaining up time of your system. We would always recommend on site spares to an agreed level to minimize downtime and maximize the efficiency of our support teams. We are happy to work with individual clients to prepare a suitable spares list and can provide spares if required. We would compile a comprehensive list with A B C priorities based on risk analysis. We are always willing to discuss centralized spares holdings if that is of benefit to an operation.

Diamond Phoenix offers various courses and extensive training in maintenance, general operations and health and safety.

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