Plain terms for remote support

These terms cover remote diagnostics and support bought through cnc101pro.com or agreed in writing with CNC101Pro. They are written to be read, not skimmed; if anything here is unclear, ask before you pay.

1. Who you are dealing with

CNC101Pro is the trading name of MatCam Advanced Manufacturing Pty Ltd, ABN 93 623 247 889, Kingsholme, Queensland, Australia ("we", "I"). The service is provided by George Hess personally. Contact is by email only: support@cnc101pro.com. MultiCam is the machine; we are independent of MultiCam Inc. and its distributors unless a job says otherwise.

2. What the service is

Remote and written. I work from your machine's factory record, the photographs and description you give in the assessment form, and, when needed, a direct connection to the machine's PC through our own support app. Findings and instructions come to you in writing, usually the same day. Live calls are the exception, not the normal step.
Diagnosis and direction. You are buying expert time: reading the controller, its parameters and history, identifying the fault and telling you or your technician what to do. Hands-on work at the machine is done by you, your operator or a technician you engage, following my written instructions.
MultiCam only, unless agreed. Other machine brands are taken on only by written agreement, with their limits stated in the first document.
No on-site services. I do not attend machines for full services. On-site visits in Australia are quoted separately when a remote fix is not possible.

3. What it costs

First hour US$120, paid in advance. Minimum charge; covers the record pull, first analysis and the first hour of work.

After the first hour US$150 an hour, billed in 15-minute blocks (US$37.50), only for time actually spent.

Cap First hour plus up to four further hours. At that point work stops and you receive a written re-quote before any more time is charged.

PC load & commissioning US$250 fixed.

Documentation pack US$75 fixed.

On-site, reports, parts Quoted in writing before any charge.

Prices are in US dollars and exclude any bank or card fees charged by your side. Australian clients are invoiced in Australian dollars including GST, on a Service Engagement Authorisation; dealers have their own written lane. Time beyond the prepaid hour is invoiced after the session, with the time record; it is payable within 7 days. Prices may change; the price shown at the time you pay or sign is the one that applies.

4. Payment and booking

International self-serve jobs are paid by card through Stripe before work starts. Paying the first hour books the job; the assessment form is the next step and nothing starts until it arrives. Quoted and purchase-order jobs start when the Service Engagement Authorisation is signed or paid from. I do not store your card details; Stripe does, under its own terms.

5. What you need to provide

The machine's serial number from its ID plate, three photographs (keypad, spindle front, inside the control panel) and a plain description of the fault, through the assessment form.
When a remote connection is needed: a PC at the machine with internet access and someone there to run the support app and read me the code. The app is ours; nothing stays installed.
Someone able to carry out written instructions at the machine safely.

6. Safety and responsibility at the machine

A CNC machine can injure people and destroy itself. You remain responsible for the machine, the people around it and the site at all times. Follow the written instructions in order; stop and ask if a step is unclear. Never defeat an emergency stop, guard or interlock on my instruction or anyone else's. If a step requires a licensed electrician or a trained technician under your local rules, use one.

7. What I can and cannot promise

I promise skilled, honest work and a written record of it. I do not promise that every fault can be found or fixed remotely, that parts are available, or that a machine of any age can be returned to service.
A step eliminates a suspect; a fault counts as resolved only when the machine has proven it over a proper run. I will say plainly when something is not certain.
If, after you have paid, I cannot do any useful work at all (for example the machine is not what was described, or no connection or information can be had), the first hour is refunded in full. Time already spent on analysis or a written reply is not refunded, because it has been delivered.
Nothing in these terms removes rights you have under the Australian Consumer Law or an equivalent law where you are. Where the law allows, our liability for any claim is limited to the fees paid for the job in question, and we are not liable for lost production, lost profit or consequential loss.

8. Your machine's record

Every job is recorded against the machine's serial number: the factory build record, what was found, what was changed and what remains open. The record belongs to the machine and stays with us so that the next person to touch it starts from the record rather than from scratch. You receive the service record for your job; the documentation pack, if bought, is yours to keep. Service techniques and internal methods are not part of any deliverable.

9. Parts

Parts sourced for a job are quoted in writing and invoiced separately. Keypad parts and repairs are sold through kdm20g.com under its own terms.

10. The small print

These terms are governed by the law of Queensland, Australia. If we disagree, we talk first, in writing; if that fails, the courts of Queensland have jurisdiction. If any clause is unenforceable the rest still applies. These terms replace anything earlier; a written quote or authorisation that says something different for a particular job takes precedence for that job.

MatCam Advanced Manufacturing Pty Ltd · ABN 93 623 247 889 · trading as CNC101Pro · Kingsholme QLD 4208, Australia
support@cnc101pro.com · Privacy notice · Terms current October 2026