ORMEC Service & Support

Immediate Technical Support

ORMEC Technical support

Technical assistance for ORMEC products is available.

Call our support engineers at (585) 385-3520. Availability is from 8:00 a.m. to 5:00 p.m. (EST) on normal business days. Service requests received outside of normal hours are typically handled by 10:00 a.m. the next business day. After hours service is available with a service contract or on a fee per incident basis.

Outside of the US, ORMEC has a network of country representatives available for local support.

Email requests to our support engineers at support@ormec.com


Configure your ORMEC System for Remote Access by ORMEC System Engineers via the Internet with our line of Remote Diagnostic Program VPN Routers. The Industrial VPN Router provides access to the ORMEC Control System only, protecting your company’s internal network as well as well preventing unauthorized access to the ORMEC System. Service and part numbers are as follows:

Remote Diagnostic Program Options
ORMEC Part Number ORMEC Description

Industrial VPN LAN Router with 3 port Ethernet switch. 2 year subscription

RDP-C131-C Industrial VPN LAN Router with 3 port Ethernet switch and cellular. CELLULAR SERVICE NOT INCLUDED. 2-year subscription
RDP-C131-W Industrial VPN LAN Router with 3 port Ethernet switch and WiFi. 2-year subscription
RDP-RNW-5 5-year renewal
RDP-RNW-2 2-year renewal
RDP-RNW-1 1-year renewal

Quick Start Guide

Repairs and Returns

ORMEC Repair Services

For all ORMEC products we provide full repair services and an exchange / replacement service for quick turnaround. Repairable products include:

  • XD Indexer, SMLC, ORION and GEN3 controllers
  • R-Series, S2D and G Series servo drives
  • ORMEC servo motors

ORMEC's Product Longevity Commitment

ORMEC supports standard product for 20+ yearsOur goal is to support ORMEC manufactured products for at least 20 years. In the world of fast moving computer technology, this is a challenge. To prolong the useful life of your capital equipment, we have implemented programs to introduce new technologies into existing products and to re-engineer boards and components.


Protect your automation investment

ORMEC product migration strategies

When it is no longer feasible to extend the life of a product, it is time to migrate to new technologies and equipment. ORMEC will partner with you to develop an automation upgrade strategy. Migration services include applications engineering, hardware and software upgrades. Our engineers make this transition as easy and straight forward as possible.

When it's time to migrate, please contact us.



ORMEC Training Services

Training is provided in our Rochester, NY, facility as well as on-site at your request. Our training includes product, product maintenance and software classes. Classes are available for beginners, advanced users, engineers and maintenance personnel.

ORMEC Support Library and documentsDocuments and Software Library

Reference documents (datasheets, product guides, instruction & operation manuals, etc.) for all products are available in the Support Library.

Software and software updates are provided to registered users. To access the Software Library you must be logged in. If you do not have an account, click here to register; otherwise log in.


If you need to send a file to ORMEC support that is too big to email, use the form below. If you have questions, please call us or email support@ormec.com

Contact ORMEC

Contact Form


Email Us or call (585) 385-3520.

ORMEC Systems Corp.
19 Linden Park
Rochester, NY 14625

Technical Support FAQ

Where is the Return Authorization request form?

The ORMEC Return Authorization form is located here.

Is there a charge for technical support?

Technical support for ORMEC products and software (controllers & drives) via email or by phone during regular business hours (8 am to 5 pm EST) is generally provided free of charge.  Currently, support for end of production products such as the GEN3 Controller is provided on a fee basis.  ORMEC's standard service rate with a minimal time of 4-hours will will be applied for all phone and e-mail support.

ORMEC wants you to be absolutely satisfied with our products and services. Our goal is to have your automation projects running as planned. Our technical support and applications engineering personnel will do everything possible to make your experience with ORMEC a good one.

The company that provided the controls on my production machine is out of business. Can you provide support?

If your machine uses motion control, whether ORMEC's or a competitor's, we can provide support either direct from the factory, or through one of our ORMEC Solution Partners closer to your facility.

If you are looking for long term ongoing support, call ORMEC's Sales Team and together we will develop a support agreement that meets your needs.

Can ORMEC provide on-site service at my facility?

If you need an on-site visit by an ORMEC engineer, a quotation detailing the services and price will be provided prior to scheduling the visit.

The price for this service depends on the specifics of your issue.  ORMEC has a  field support team, applications engineers and motion specialists. We will determine your needs and send the person best suited to your circumstances.

We welcome your call and will work with you to determine the best approach for your needs.