Global. Customer. Services.
Our pledge for your robot systems

�About KUKA

A tradition at KUKA:
Innovation for more value creation
KUKA is a global automation specialist with sales of over 2.6 billion euro and morethan 14,000 employees. Our headquarters are in Augsburg. As one of the world’s
leading suppliers of intelligent automation solutions, KUKA offers its customers
everything they need from a single source – from robots and cells to fully a­ utomatedsystems and their networking. We are active in markets such as automotive,­electronics, metal & plastic, consumer goods, e-commerce/retail and healthcare.
Our company is firmly rooted in its home city of Augsburg. This is where the successstory began in 1898, when Johann Josef Keller and Jakob Knappich founded an­acetylene plant for lighting. The telegram abbreviation from the initial letters of
the company name (“Keller und Knappich Augsburg”) became the brand name:
KUKA. Innovation is more than a hundred-year-old tradition at KUKA.
KUKA has grown strongly over the decades and has developed into a global group.
As one of the world’s leading automation specialists, we are the driving force
when it comes to intelligent automation – from the digital networking of production
to modular and flexible manufacturing concepts and even entirely new businessmodels. Thanks to decades of experience in automation, broad process expertise,comprehensive industry knowledge and digital services, we give our customersa real edge while optimizing value creation and serving as a key factor in their­competitiveness.

We create success
Together. Worldwide.
German engineering, quality, creativity and a tireless commitment
to our users: at KUKA, this has been the basis for decades of ex­
ceptional technologies that have helped our customers gain a deci­sive competitive advantage. We were the pioneers in the worldof robotics. Today, we are a global leader in innovation. Our passion
is to create future-oriented solutions that make even complex­automation tasks easy.

Global. Customer. Services.

KUKA’s headquarters in Augsburg:
the Development and Technology Center.

1898

1940s

1980s

2000s

2016

02�03

KUKA – Global Customer Services
For perfect customer service
Kai Bisgwa
Senior Vice President Glob­al Customer Services“Service quality plays a decisive role inefficient production sequences – overthe entire life cycle of the product. This
is why KUKA has made Global Customer
Services a main discipline. With thebest range of services that you will findaround the world.”

With our global network and by using the latest means of communication, we canoffer our customers the outstanding service of a global market leader.
Speed, reliability and professionalism are essential in guaranteeing efficient production
processes – throughout the entire life cycle of your automation solution.

in

8,000 different parts in stock

1,000 deliveries per week

For this reason, we take an open-minded approach to your specific and individual­requirements. In addition to our experience from everyday operations and findings
from research and development, feedback from our customers also helps us to­deliver the best service possible.

200,000

More thanindustrial robots on the market

70 subsidiaries worldwide

4 regions

Always there for you worldwide:�Qualified and excellently trained service
technicians & programmers
�Certified and standardized Colleges�Global infrastructure and regional hubs
for rapid spare parts supply
�24/7 professional support

Find the right contact person –we will be happy to help you:www.kuka.com/customer-service

Global. Customer. Services.

46 College sites
1,400 employeeswith more than

19,000 participantsOver
in Customer Service

04�05

�About KUKA

KUKA Global Customer Service
To maximize your successOur business does not end with the sale of a robot. We offer a wide range of ser­vices for the robot, stretching from the decision phase for automation to training,­programming, maintenance and refurbishment of used machines.
All products offered by Customer Service were designed with one goal in mind:­maximizing your success. And we bring our passion and enthusiasm to this endeavor.

We are always there for you – whether you need technicalassistance or advice on the optimal maintenance philosophy
or production optimization.

Hotlinecustomerservice@kuka.com

Consulting
customerservice@kuka.com

www.my.kuka.com

Global. Customer. Services.

HotlineThe KUKA Hotline provides expert assistance for technicalchallenges regarding the robot. A globally standardized ticket
system enables seamless collaboration, no matter where
the robot is located. Use my.kuka.com in conjunction with the
KUKA Hotline for an even faster response time and greatertransparency.
Consulting
Our Customer Service consultants will advise you individuallyon site and deliver customized solutions that meet your exact
requirements. With the right answers regarding spare parts,
maintenance, programming & optimization as well as retrofits,
the consultants ensure your success.
Self-Service with my.kuka
My.kuka.com is a powerful self-service platform. Registering
your robot fleet gives you access to tailored product docu­
mentation and the Xpert database for fault analysis including
valuable work instructions. Beyond this, my.kuka links yourrobot fleet to the KUKA marketplace – thus making the search
for the right spare parts or available services a breeze.

06�07�About KUKA

�Plan & Select

Pla
n&

h
bis
r
fu
Re

The optimal choice of the robot
type and the implemented
technologies lays the foundation
for successful robot automation.
Simulation, feasibility studies
and test setups by our KUKA
technology experts reduce risks
and guarantee minimum plan­ning times.

Se
lec

M

up

at

e&

a in

Se

t ai

n

t

In the Setup & Program phase,
KUKA technicians undertake theprogramming work, develop intel­
ligent application solutions andensure smooth installation of therobots. We do everything to makesure that every start of production
is successful and that the quality
is right.

�Upgrade & Refurbish&

erGlobal. Customer. Services.

Op

Availability, performance andquality are the key factors insuccessful production. Our­preventive maintenance and­flexible service levels – alongwith a guaranteed supply of
spare parts – assure high avail­ability of your robot. Qualified
performance checks by KUKA
experts additionally identify
optimization potential in termsof performance and quality.

Pr

og

ra m

�Operate & Maintain�Setup & Program

Up
gra
de

t

A timely upgrade or refurbish­
ment ensures the sustainable
use of robotic automation.
Depending on your operating
parameters and requirements,
experts from KUKA renew yoursystem – from selective up­
grades to renewal of the entire
robot system. This assures a sec­
ond life cycle of your investment.

&

KUKA Customer Services – Portfolio
Because we live 360° support.

08�09

�Plan & SelectGood planningis half the battle
KUKA supports you with four important modules to ensure that your project idea
and requirements can be turned into a complete implementation concept withminimum effort and cost.

�Plan & SelectAdded value for you• Use KUKA robots and tech­
nologies correctly and get themost out of them
• Reduce project costs and risks
through professional support
and analysis

1. KUKA Technology Packages
2. KUKA Application Center
The right robot and the right t­ echnology Tests and feasibility studies
With comprehensive test setups and feasibility studies –whether for welding, image processing or other applications –we ensure the correct design of the components and areable to test critical areas of your application. This provides
reliable results even before the actual project is launched,thus minimizing planning risks.

From conventional safety concepts to human-robot collabora­tion – we are happy to advise and support you, for safe
­implementation in accordance with current safety standards.

4. KUKA.Sim
Efficient planning through simulation
Well-grounded simulation of the robot cell minimizes risks
in terms of accessibility and cell layout. Beyond this, the cycle
time can be determined and already optimized offline. Thisguarantees a rapid, efficient planning phase and lays the foun­dation for a successful project.

�Upgrade & Refurbish

KUKA experts advise you on the selection of the most suitablerobot as well as the appropriate technologies and components
for your application.

3. KUKA Safety Services
Considering safety right from the­planning phase

�Operate & Maintain�Setup & Program• Effective safety concepts and­minimized cell sizes

Global. Customer. Services.

10�11�Plan & Select

KUKA College
The easiest & most modern way towork with robots
�Plan & Select• All locations• Trainers with practical experience• 50% practical content

100101011010On-site training sessions
We come to you,anywhere & anytime

Operator – can operate the equipment,
make program adjustments and resolve
problem situations
Course offering – Operator course,
Operator Pro

Programmer – creates the robot­programming and the entire application
programCourse offering – Programming 1 and 2

Start-up technician – configures
the safety and interfaces to PLC and­peripherals
Course offering – SafeOperation,
Profinet Configuration

Maintenance technician – analyzes
malfunctions and rectifies electricalor mechanical problems
Course offering – Mechanical Servicing,Electrical Servicing

Planner/Designer – plans, simulates
and ensures the correct design of the
robot
Course offering – KUKA Sim, Robot
Selection and Integration, Cell Safety

Manager – decides on the applicationof robots with regard to safety, ROI andtechnology
Course offering – Training for managers,
individual points of emphasis�Setup & Program

Certified trainers
Highly qualified
and evaluated• For complete range of courses,
see www.college.kuka.com• All technologies• State-of-the-art infrastructure

KUKA College supports your employees from beginners to experts with an intelligent
combination of digital media and practical in-person training – a powerful learning
platform that can be expanded with customized training as needed.

In-person training
at KUKA College
50:50 theory/practice
combinable with
online modules

Target groups and course offering
To ensure learning success, the KUKA course offering is geared to the respective
target groups.

�Operate & MaintainYour company benefits from your employees’ capability to• successfully implement the project through correct planning and assessmentof risks.
• ensure targeted programming and implementation.
• increase productivity and safety in your system.
• respond quickly and efficiently to production changes.

Added value for you• Globally certified standards forthe training process & trainers

The modular and flexible course structure precisely targets the needs of the respective user. Moderne-learning modules and webinars complement the practical seminars at KUKA College. The following
example shows how you can leverage this to become a programming expert.
Beginner

OnlineE-learning modules and inter­
active online webinars fromthe comfort of your own homeModern training­environment
Certified Colleges –worldwide

Global. Customer. Services.

Custom-tailored­workshops
Training modules tailored
exactly to your individual
requirements

Digital Learner Platform
Digital support through videos,
tutorials and self-study modules
throughout professional life

ExpertGet an overview

Establish basic
knowledge

Learn how to workwith the robot

Gain in-depth­knowledge of­specific topics

Expand your pro­gramming skills

Become an expert

WebinarFundamentals ofrobotics, as a live
online event

E-learning
moduleBasic knowledgeof robot cell, PLC,
field bus

Programming 1
Move and program
robotsE-learning module“Mastering” or “Loads
on the Robot”

Programming 2
Optimize motions,
integrate sensors

E-learning module
Optimize cycle times

Xpert
Knowledge base –­Expertise on demand12�13�Upgrade & Refurbish

KUKA leaves nothing to chance in this area and offers state-of-the-art methods
for the training and development of your employees.

�Setup & Program

KUKA programming support
Your choice for fast and efficient robot programming

KUKA.AppTech
Even easier – with the KUKA programming standard

Highly qualified and dedicated staff will support you throughout the entire program­ming and start-up phase. Whether it is just a matter of minor program changes
or the application implementation of a complete robot cell: the KUKA engineering
team is the right partner for your project – in practically every technical discipline.

Our option package provides the common thread in application programmingwith defined interfaces, ready-made program structures and modules.

• Comprehensive offline preparationof the application ensures theshortest possible start-up times on
the real system.

KUKA.AppTech includes• Proven station and component program templates• A comprehensive library of customizable and expandable function blocks• PLC function and data blocks for seamless, optimized PLC programmingfor common PLC manufacturers
With KUKA.AppTech as the company standard, you save valuable time sincethe ­program logic and operator control concept are always identical.

■ Modification■ Optimization■ Start-up■ Preparation

Usual­programmingwith KRL

Use of
KUKA.AppTech

Choose the appropriate programming support
to match your project-specific circumstances
Comprehensive

Flexible

Individual

Complete cell androbot programming
From the first simulation to the­ramp-up phase and acceptance –the complete handover for your­automation project

Programming support
via support quotas
Support your robot programming
through flexible quotas.

Hand-in-handprogramming support
Execution of specific project
phases of your automation.

Installation and configuration
Professional, precise installation and start-up support

We install and assemble your equipment. Through error-free initial start-up andinstallation, we ensure correct operating parameters of the robot components.
This increases durability, avoids unwanted problems when replacing components
and reduces maintenance costs.

• No reteaching after maintenanceand repair• Correct configuration and function
right from the start�Upgrade & Refurbish

Our scope of services• Initial robot start-up and configuration– Correct configuration of the load cases, robot check– Load data determination, correct adjustment of the energy supply system• Robot and KL assembly– Precise installation according to specifications– Acceptance report

Added value for you• Less wear and longer service lifeof your equipment

�Setup & Program• We know how to apply our tech­
nology packages. This enables us toreduce unnecessary project risks.

Time and cost savings during
start-up on site�Operate & Maintain

Added value for you• Experienced programmers guar­antee fast and competent imple­
mentation of the application.

�Plan & Select�Setup & Program

Global. Customer. Services.

14�15�Operate & Maintain

Customized concepts
for every maintenance philosophy

KUKA maintenance agreements and service levels
for maximum availability of your system

We are driven by the will to actively maximize our customers’ productivity. Our highly
qualified service personnel is available to you with short response times via remoteand on-site support.
Our customized service concepts adapt to your maintenance philosophy and require­ments. We proactively support you in maximizing all production parameters.

Added value for you• Short response times thanks to
24/7 service and KUKA technicianson site• Preventive maintenance avoids
unplanned downtime

Regular preventive maintenance is the cornerstone of high availability for your­system. By choosing the appropriate service level, the response time can be reduced
to a minimum: in case of unexpected problems, you can reach our technicians
24/7, 365 days a year. For new systems, we also offer the option of a warranty exten­
sion to 5 years. This rules out any surprises for you.
All measures pursue one goal: maximum availability of your system.

• Certified technicians and manu­
facturer quality ensures a highfirst-time fix rate

Added value for you• Prevention and avoidanceof unplanned downtime• Guaranteed fast start of technician
call-out and rapid provision of spareparts 24/7 and 365 days a year

�Plan & Select�Operate & Maintain• Plannable costs for maintenanceand repairs• 100% expertise around the globe

Preventive maintenance

Service level+
Production output+
Production quality• Detailed analysis and performance check• Cycle time optimization• Adaptation of cell layout and arrangement• Improvement of ease of operation

Parts24

Service24

Combi24Pro

MaintenancePro

WarrantyPro

Qualified technical hotline support from KUKA robot
specialists with exclusive priority switching 24 hours aday, 365 days a year
Guaranteed start of service specialist call-out withinmax. 2 hours of the call, 24 hours a day, 365 days a year
Guaranteed provision of standard spare parts withinmax. 2 hours of the call, 24 hours a day, 365 days a year
KUKA Xpert license (web-based knowledge base)
Analysis and error processing on the basis of submitted
program printouts and files
Service call-out on site�Operate & Maintain

System availability• Maintenance agreements and service
levels• Extension of warranty• 24/7 hotline support and availability• Preventive maintenance management

Warranty

Annual preventive maintenance• Detailed analysis and performance check• Process optimization• Hardware and software upgrade• Enhancement of process stability

�Setup & Program• Leveraging optimization potential
through KUKA process and robot
specialists

Warranty extension to 5 years
Documentation and maintenance certification
Travel costs and expenses for the annual maintenancevisit (weekdays)Service included in the price of the­agreement
Service covered by the agreement andinvoiced on a time and material basis
and at agreed flat rates

�Upgrade & Refurbish

Service optionally available as partof the agreement

Global. Customer. Services.

16�17�Operate & Maintain

Spare parts & repairs
Maximum availability. Anywhere. Anytime.

KUKA Digital Touchpoints
Your digital connection to the world of KUKA

Even the tiniest of parts can have a huge impact if they no longer work correctly.
So benefit from our KUKA spare parts service:

Create your support requests online andview the processing status. Remain up
to date at all times and promptly receive
the support you need.

• Utmost quality thanks to perfect matching to our robots, cells and systems• Fast and comprehensive spare parts supply via our modern central warehousein Göttingen• Creation of individual spare and wearing parts packages• Exchange, reuse and repair of defective components in our KUKA repair center

Added value for you• Extended cut-off times /acceptance times

Use the Spare Parts Finder to quickly
and easily select and order the sparepart you need for your robot.

The KUKA Xpert digital knowledge
base provides comprehensive technicalinformation, such as instructions anddocumentation for your KUKA products.

• Order management around theglobe 24/7, 365 days a year

�Plan & Select�Operate & Maintain• Worldwide customs clearance• Maximum parts availability• Uniform processes and utmost
transparency

Spare Parts Finder

Digital knowledge base

�Setup & Program

Self-Service

Global Hub Strategy
Central Warehouse –Göttingen

Global. Customer. Services.

Manage your robots,training modules &licensesService portfolio

Xpert

Added value for you• Cost savings with the repair andexchange concept

Register your KUKA products quickly
and easily online and receive accessto ­complete product d­ ocumentation.
­Manage your KUKA licenses andstay up to date on employee training
and development.

The digital product catalog provides
you with a comprehensive overview ofour service portfolio, spare parts andour digital products. Buy products direct­
ly online or submit a quotation request.

Work instructions

Get 24/7 direct access to work instruc­tions as well as to fault diagnosis andtroubleshooting options for your KUKA
assets.

• Quick response time due to advanceshipment of the spare part andlater return of the defective part�Operate & Maintain

Hub APAC – Shanghai

The global KUKA hub strategy creates
the infrastructure to ensure fast spareparts deliveries around the world. This
allows you to minimize downtime.

KUKA repair and exchange concept
The KUKA repair and exchange concept offers a safe andcost-effective alternative to new parts for many components.
Our intelligent exchange concept reduces repair costs toa minimum compared to the price of a new part. The average
cost of an exchange repair is significantly less than the priceof a new part and is based on the actual repair requirements.
In any case, you benefit from the cost advantage – regardlessof the condition of the defective part.

Products & Services

�Upgrade & Refurbish

Hub America – HuntsvilleSupport- & Asset-Management• Manufacturer-certified repair andquality standards

18�19

�Operate & Maintain

Cycle time optimization• Targeted and fast implementa­tion of measures based on initial
analysis

Improvement of
mechanical stress

Reduction of
rejects• Highest standard of certificationand safety• Enhancement of– process accuracy,– reliability and– product quality

KUKA Backup Services• Automation and integration ofyour backup strategy into existing
infrastructures• Storage locations on external drives
for centralized archive management• Individual configuration of backup
mechanisms
KUKA Safety Checks• Check of the safe configuration• Comparison of existing safety spaces
with the layout• Check of the clearances and stopping
distances at space boundaries• Safeguarding of HRC applications
including force measurement

In two steps we support you in optimizing your operating parameters

KUKA Performance Check
Experts from KUKA carry out a comprehensive analysis of yoursystem on site

Further KUKA services foryour Operate & Maintain
phase

KUKA Programming & Engineering
The KUKA team implements the optimization measures­defined in the action plan

Added value for you• Fast resumption of production
in a backup situation

ActionPlan• Continuous alignment with thelatest safety standards• Assurance of the work safety ofyour automation• Robot programming• PLC programming• Upgrade and refurbishment measures• Process optimization• Software and plug-in development• Digital services

Assurance of­product quality

Global. Customer. Services.

Increase of­production
output�Upgrade & Refurbish• Well-founded analysis of optimization potential by­experienced KUKA application engineers• Uncovering unused potential by identifying downtime
or malfunctions• In-depth process analysis to rectify quality issues• Identification of potential for optimization in celllayout and step sequence�Setup & Program• Productivity• Process quality• Cost-effectiveness • User-friendliness• Connectivity• Availability

Added value for you• Analysis and identification of opti­
mization potential by experienced
KUKA application engineers

�Operate & Maintain

Challenges in your production
The success of automated production is based on improvement of the relevant­operating parameters. Important parameters that need to be optimized on an­ongoing basis include:�Plan & Select

Increase output
Competent. Reliable. Trustworthy.

Enhancement ofuser-friendliness20�21

�Upgrade & Refurbish

KUKA Upgrade & Refurbishment Services
Extend the service life of yourrobot automation
Added value for you• Maximization of the technical­availability of your system

�Plan & SelectWhen systems are in use for a prolonged period, it may be necessary to make­adjustments. This is the case, on the one hand, when production conditions havechanged. On the other hand, an upgrade also becomes necessary when sparepart availability and support options can no longer be guaranteed. If a robot systemis then not brought up to date, there is a greater risk of unplanned downtime
and maintenance costs. With Upgrade & Refurbishment Services, KUKA ensuresthe maximum service life of your robot systems.

• Securing of your competitivenessthrough the latest technologies andhigh availabilities

9

10

11

12

13

14

15

16

17

�after18…

Service life
in years

Operate & Maintain

Average service life

Long service life

KUKA Refurbishment Services

KUKA Retrofit Services

KUKA Refurbishment Services make your robot and systemfit for their second life cycle. Besides targeted individual mea­sures, KUKA offers attractive refurbishment bundles at yoursite. Our KUKA experts work with you to determine the neces­sary scope of the refurbishment project.

Particularly where systems with a long service life
are concerned, a detailed look is warranted. Our
KUKA engineers are at your side for your retrofit
project and work with you to develop a strategy
for future-proof automation.

The KUKA refurbishment modules

Our range of services for your retrofit project

KUKA Robot Refresh Packages
Complete overhaul of your robot arm including exchangeof all common wearing parts.

KUKA KSS Upgrades
Software and PC upgrade
for a future-proof
robot system

Global. Customer. Services.

KUKA CBS
Service Bundles
Worry-free exchange­concept for counter­balancing systems

KUKA Retrofit Check• Well-founded analysis of the current state on site
• Coordination of customer requirements• Determination of retrofit measures• Project preparation
KUKA Retrofit Project• Mechanical and electrical design• Simulation and offline programming (robot and PLC)
• Dismantling of the old equipment• Installation and start-up on site, programming• Issue of the CE declaration of conformity• Production support and optimization

Service life of
automation

Used robots &machines:
your cost-effective entry
into robot automation
In addition to new products, KUKA alsooffers used industrial robots. These areextensively inspected by us, overhauled
if necessary and offered with a warranty
on all parts.
Whether to rent, loan or purchase, used
robots from KUKA offer the opportunityof a particularly cost-effective entry into
robot-based automation.

�Operate & Maintain8

�beforeAdded value for you• Customer-specific adaptations
possible at any time (e.g. energy
supply systems)• Short delivery times through robots
available from stock• Good condition or top level:
through three reliable quality
categories (Superior, Premium
and Certified)• Tested quality and warranty on
all parts

Please feel free to contact us if you
would like to sell your used KUKA robot.

22�23

�Upgrade & Refurbish• Everything from a single source
along with expertise directly fromthe manufacturer

�Setup & Program• Maximization of your produc­
tivity and reduction of rejects andfollow-up costskuka.com/contacts
facebook.com/kukaglobal
youtube.com/kukarobotgroup
twitter.com/kukaglobal

Details provided about the properties and usability of the products are purely for information purposes and do not constitute a guar­antee of these characteristics. The extent of goods delivered is determined by the subject matter of the specific contract. No liability
accepted for errors or omissions. Subject to alterations. © 2022 KUKA

www.kuka.­com

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