A: Yes. Remote support is a standard part of every Derui equipment purchase, not an upsell. Our support model covers three layers:

1. Pre-installation: We ship a detailed installation guide with CAD layout drawings showing foundation requirements, power connections (typically AC 220V 50Hz for most models), and compressed air specifications (e.g., 7 kg/cm² for the DR-J501 pneumatic sofa tester). We schedule a video call to walk through site preparation before the machine arrives.
2. Remote commissioning: On delivery day, our engineers connect via TeamViewer or equivalent remote-access tool to the machine’s control PC (internet connection required). We run through initial power-up, axis homing, load cell zeroing, and a full calibration verification sequence. We also provide real-time WhatsApp video support so your technician can show us the physical setup while we monitor the software side remotely.
3. Ongoing troubleshooting: Common issues — sensor calibration drift, pneumatic pressure fluctuation, PLC parameter adjustment — are resolved 90%+ of the time via remote diagnosis within one business day. For hardware faults, we ship replacement parts (sensors, solenoid valves, PLC modules) by express courier, and guide your technician through the swap via video call.

We also maintain a library of training videos specific to each model — DR-J503 mattress tester operation, DR-J501 multi-station setup, and DR-J601 swivel test configuration — accessible to all customers.