Service and Support Policy for Aidite Vertical Machining Centres by Osseo Group
- Stuart Anderton
- Apr 2
- 5 min read
Updated: 7 days ago
This agreement applies to all Aidite Vertical Machining Centres (VMC) supplied by Osseo Group. It ensures that our customers receive comprehensive support, including training, warranty services, and maintenance guidelines to optimise the performance and longevity of their milling machines.
Delivery Delivery is strictly to the kerb, and the customer must ensure a stable, level surface suitable for Osseo Group to use a pallet jack to move the machine from the kerb to its final position. Any building alterations, cranes, ramps, or forklifts needed to position the VMC where required are the sole responsibility of the customer.
Training
When your machine is installed, we give you three days of on-site manufacturer training. You must have at least one person attend the full training to receive a service and warranty certificate. The training covers:
Machine setup (CAM).
Machining processes for different materials.
Maintenance and routine care (filters, bellows, coolant, collets, etc.).
If you need more training later, extra sessions cost $199–$1090 (depending on your location) plus $259 per hour (or part of an hour). All prices exclude GST.
Warranty Period and Scope
The warranty period for all Vertical Machining Centres is 12 months from the date of installation. Additionally, the spindle has an extended warranty of 24 months (total 36 months from date of purchase). The warranty covers manufacturer defects only. However, it does not cover:
CAM software, its use and training
Wear and tear due to machine overuse
Overuse of cutting tools
Using a machine that fails to meet the material and throughput specifications set by our production specialist.
Cutting tools and consumables
Failing to use the correct ratio of cutting fluid to water
Incorrectly manufactured restorations due to:
Failure to adhere to underpinning principles
Incorrect use of software and hardware
Improper milling tool usage
Inadequate post-processing techniques
loss of licence key(s) / dongle(s)
labour
Issues caused by customisations or tweaks made by the user or Aidite at the request of the user to milling strategies, selection of tools, software or hardware.
loss of revenue due to lack of redundant system(s)
Any of these conditions will void the warranty and a non-warranty repair fee will apply.
If a warranty issue is confirmed, Osseo Group and Aidite will restore the VMC to its original factory settings and condition, excluding any cosmetic damage caused by the customer before the repair.
Non-warranty repair Fees
Ad-hoc Service: For non-warranty repairs, a callout fee of $199-1090 (depending on service zone) plus $259 per hour or part thereof, in addition to the cost of parts, will be charged. All prices exclude GST.
Service Subscription: Unlimited service, support, and parts (excluding the spindle) for 12 months at $6000 per VMS. Spindle parts will be charged separately as needed.
Service Mode
Remote Services: Available 9-5pm (Sydney time) Monday to Friday via telephone, communication software, or remote network connections through our offices.
Physical Repair: If required, we will travel to your location to repair your machine.
To access our services, lodge a service ticket by clicking here or contact provider services at 1300 029 383.
We might ask for photos, videos, or TeamViewer details to investigate the issue. If physical service is necessary, we normally send a technician within 3 business days.
Issue Resolution and Troubleshooting Procedure
Initial Phone Diagnosis
Discuss the issue verbally over the phone with our support team.
We will provide guidance, self-help documents, and refresher materials to help you resolve the problem on your own.
Remote Support
If phone advice does not solve the problem, we will arrange a Remote Desktop session alongside phone support.
This allows our technicians to investigate any software or configuration issues and give step-by-step instructions in real time.
Customer Testing and Fault Recreation
You will be asked to recreate the fault using the same material size, type, and colour, as well as the same tools that were in use when the fault first occurred.
Our technician will guide you through this recreation process remotely.
If the fault is confirmed to be caused by hardware, we will be responsible for the cost of the materials and tools used during the recreation and troubleshooting process.
If the fault is due to user error or CAM strategy setup, the customer will be responsible for the cost of the materials and tools used during the recreation and troubleshooting process.
Physical Service Visit
If the issue cannot be resolved remotely, we will dispatch a technician for on-site service within three working days.
The technician will inspect and repair any hardware or installation problems directly at your location.
Any fees will follow the rules explained in the “Warranty Period and Scope” section.
Machine Environment Requirements
The customer is responsible for the care and routine maintenance of the VMC, which includes:
Providing dry, oil-free compressed air with a pressure range of 0.65-0.8 MPa and a flow greater than 100 L/min.
Maintaining a clean, dust-free working environment with a temperature range of 21-24°C and humidity less than 30%.
For water-cooled spindles, maintaining the coolant chiller and regularly draining and refilling with de-ionised water.
Swarf Removal
High-volume dust extraction is mandatory for all wet/dry and dry machining centres.
Wet machining centres must use clean coolant and cutting lubricant mixed at the correct ratio.
Power Supply
A dedicated outlet and RCBO per VMC is required. Power boards must not be used.
Your outlet and breaker must supply enough current. For example, a 3200 W machine on 220 V will draw about 14.55 A, so you need a 15 A outlet with either a 15 A or 20 A RCBO (per AS/NZS 3000).
It is the responsibility of the customer to contract a licenced electrician for the installation and testing of dedicated outlets.
Terms of sale
Aidite Vertical Machining Centres are sold on a business-to-business basis. No returns are offered. Aidite and Osseo Group guarantee your machine will run as specified on delivery. If it does not, we will repair or restore it to the original factory specs from the installation date. Whether a fix is under warranty or not depends on this agreement and the service engineer’s findings.
If a critical fault cannot be fixed with normal methods, Aidite will replace your machine with a new one. However, no compensation is given for downtime or lost revenue. Having a backup system is your own responsibility. We also ask you to keep the original shipping crate for at least six months after installation to allow a safe return if needed.
Redundancy
To ensure business continuity, the customer is responsible for having a backup msystem. Customers wishing to purchase a secondary VMC to share the workload, increase throughput, and ensure continuous operation will receive a discount on all subsequent or initial orders of multiple, identical machines.
Throughput and profitability
Neither Osseo Group nor Aidite promises specific throughput or profit from your VMC. Actual production depends on many factors outside our control, such as operator skill, maintenance routines, the size and orientation of parts, the quality of cutting tools, and feed rates. You assume full responsibility for your production results.
Care and Maintenance
Routine maintenance and care are crucial for the optimal performance and longevity of Aidite VMC's. Regular inspections, timely replacement of consumables, and adherence to environmental and operational guidelines are essential. Following these practices will help prevent downtime and maintain the efficiency of your machining operations.
Need help or service?
Lodge a service request: Click here
Call: 1300 029 383 (9:00–17:00, Sydney time)
We’re here to support you every step of the way and ensure your Aidite VMC gives you the best possible results.
We want to make sure you’re always informed. This policy was last updated on 1 April 2025 and may change at any time without warning. If you have any questions, please reach out to us. We appreciate your support.