We're here for support

Service, Parts, Maintenance & Training are Included in Your Plan

With your subscription you have access to our Tech Connect team who provides you with the resources and service you deserve. You've got questions, we've got solutions. Feel free to reach out any time.

WE'RE HERE FOR SUPPORT

Equipment

How long does a lithium-ion battery last?
They last for so long! The average lithium-ion battery tracks about 6500 hours of run time. This is is about 8 times longer than lead acid or AGM batteries. There are even some ICE Scrubbers that have been running on the same battery pack for over 7 years. Crazy!
How is the equipment serviced?
We track alerts, troubleshoot, and diagnose remotely, through the i-Synergy portal. Should (pro-active) maintenance be necessary, we send a licensed technician to your location to get your equipment back up and running as quickly and efficiently as possible.
What is the navigation system within your autonomous equipment?
Our autonomous equipment is powered by none other than the amazing BrainOS.
What are the safety features?
For starters, each machine is equipped with an emergency stop button, plus flashing lights to indicate when the equipment is in motion. Beyond that, each specific machine has various specialized safety features that you can read more about HERE.

Technology

What is i-Synergy?
Each of our intelligent sweepers and scrubbers comes complete with ICE Robotics’ i-Synergy technology. i-Synergy is a cloud-based fleet management software that can be accessed from any location on any wireless device through our customized portal.  
How can I access i-Synergy?
i-Synergy can be accessed from anywhere on any device connected to the internet through our customized portal.
How do I get an i-Synergy username and password?
You can access i-Synergy through our Client Portal. For more support contact our Client Care Team.
How do i get text message alerts for Whiz?
What is confirmed clean?
Through our fleet tracking technology and software, end users can track the use of equipment including days, times, and frequency of use. Because of this fleet tracking software, end users can “confirm” the cleaning has been done and report results to applicable persons.   
What is fleet tracking?
The simple answer: Fleet Tracking means you are able to track your equipment from a remote location, check on productivity, and monitor where your machines are being used and by whom. Our Intelligent Equipment line comes with i-Synergy fleet management software and Whiz comes with Whiz Connect fleet management software.  

Subscriptions

What is the subscription model?
ICE Robotics offers a long-term lease through its subscription service. Instead of having to make a large upfront payment on equipment, you can lease the cleaning machine for a set amount of time, pay a set monthly payment, and enjoy the added benefits of continued service provided by us. 
What is included in the subscription cost?
So many things! To start, the Equipment. Plus: Service--you'll experience the pleasant of our Client Portal and our Client Care Team. The Client Portal and Care Team help trouble shoot machine alerts, user video's and reporting. Fleet Management Software--access to our i-Synergy software, any updates that come down the line, and all the benefitis of being able to track equipment, such as collection information to make better bids for future clients, collecting machine usage data to support more efficient cleans, and more!
Can I purchase equipment from you or just rent?
Depending on your busines we do both. We truly believe that subscription is the way to have a better business, but understand the need in certain cases to have ownership of a cleaning solutions. Our specialists can help to make the right decision with focus on your cleaning operations and needs.
Why subscribe vs. purchase equipment?
The world of “all things subscription”! Why are all big tech companies and the entertainment industry successful by using subscription? Because it delivers users access to convenience by having the latest services at a low price per month. So why not for the cleaning industry? You can turn high, variable, upfront costs into low, fixed, recurring ones.
Are all parts included in the subscription model?
Almost all parts are included. You will be responsible for purchasing and replacing your consumables at your discretion.
How much are consumables?
Consumables range in pricing depending on size
What is the cancellation policy?
Our subscriptions policy is flexible. If you are not completely satisfied with the equipment you can return it within 60 days--just reach out to your Client Care representative for help.
How long is your subscription term?
Our subsciption term is flexible. Typically we offer a 36-month lease, but if you feel you require something different, please contact our specialists for more informaiton and to discuss options.

Customer Service

How long does it take to receive my equipment?
We do our best to get your equipment to you within 3-5 business days.
Do you give demonstrations?
Funny you should ask! Yes, we love to give virtual demonstrations! Find us here: https://www.icerobo.com/whiz-demo-request/
What is your training program?
First let us start by saying, isn't technology great! We have a series of training videos on our Client Portal, which can be accessed online, as well as Client Care team that loves to do (virtual) trainings. We are here for you to have the best cleaning operations!
How do I maintain my machine(s)?
This is important to guarantee optimum usage of your cleaning solution. Our Client Portal and Client Care Team can help you with this.
Can I return my machine?
You'll want to reach out to your Client Care representative to discuss setting up a return--they'll be able to support you through this.
Do you offer swaps?
We hope we never have to, but yes, we offer swaps so you have the best cleaning operations!