Mabily LLC provides global after-sales and technical support to keep your operations safe and running. One email handles everything — we coordinate with certified manufacturing partners worldwide when needed.
Tip: include PO/Order, equipment serial/ID, photos/video, and shipping country for faster routing.
Send to contact@mabily.com. We assign a case ID and engage the right engineer/manufacturer.
Ticket ID, initial triage, next steps, and—if applicable—RMA or spare-parts quote with lead time.
| Severity | Definition | Target first response | Target action |
|---|---|---|---|
| P1 – Critical | Safety risk or complete outage of supplied equipment/process with no workaround. | Within 4 business hours | Immediate triage; containment steps; parts/RMA fast-track; daily updates. |
| P2 – High | Major degradation affecting production but a temporary workaround exists. | Within 8 business hours | Workplan within 1 business day; scheduled fix, parts or field visit if applicable. |
| P3 – Medium | Non-critical malfunction, documentation request, optimization or “how-to”. | 1–2 business days | Resolution plan with ETA; documentation delivery typically within 2 business days. |
| P4 – Low | General questions, quotes for spares, minor cosmetic issues. | 2–3 business days | Answer or quotation with lead time; scheduling as needed. |
SLAs are targets and may vary by region, complexity and export/parts availability.
Safety check, severity (P1–P4), quick containment.
Logs, photos, videos, test steps; remote session if needed.
Root cause hypothesis, parts/docs, action schedule.
Repairs/replacements, parameter updates.
Validation & brief summary (fix & prevention) when relevant.
Typically 12 months from shipment unless stated otherwise in the PO/contract.
Manufacturing defects and non-conformities under normal, documented use.
Manuals, FAT/SAT, MTRs, drawings/BoMs (when applicable) available on request.
We coordinate with partners and certified manufacturing bases across multiple regions to support international projects.
For urgent matters, add “URGENT” to the subject.
Yes. If supplied through Mabily, we coordinate with the original manufacturer to resolve your case.
When contractually agreed or required by the case. We’ll clarify scope, schedule and costs in advance.
Depends on stock and export checks. We provide realistic lead times and options (express, partials).
English by default; we can coordinate Portuguese and Spanish when needed.
