Support
FAQ
Find answers to practical questions about fibre laser cutting, marking, assist gas, nests, and daily care. We explain what to send us and what to expect when you ask for help.
Common questions on cutting, marking and gas
Most questions we see are about nesting issues, marking contrast, gas choice or edge quality. For CutLine 1500 and PlateGate XL, correct nesting with the SheetNest Pro software saves material and reduces scrap, always use the latest nest brief and confirm the sheet alignment on the bed. If you see poor marking, check the protective window for dust or condensation and confirm the correct focal height; a dirty window or wrong standoff causes faded or uneven marks.
On assist gas, use oxygen for mild steel if you want fast cuts, but be prepared to clean off the oxide edge before painting or powder coating. Stainless and aluminium cut best with nitrogen for a clean, bright edge, but you will use more gas at higher pressure. Never use compressed air on thick stainless. If you notice fume build-up, make sure the extraction and filters are clean and working. Never cut or mark PVC, as it gives off toxic fumes that damage the machine and harm people.
What to send us for technical support
To help you quickly, we need enough detail about your system and the problem. Please share clear, focused information so we can advise or arrange a visit if needed.
You can use our contact form to send these details. More information helps us diagnose faster, whether your site is in Joburg, Durban, Cape Town or further afield.
- System name (e.g. CutLine 1500, Mark Pro 30, TubeCut R8)
- Serial number (from the machine label or console)
- Workshop city or nearest showroom
- Short description of the problem or question
- Clear photo of the console, cut, mark or fixture (if relevant)
- First-article log or settings file (for cutting or marking issues)
What happens after you send a message
After you send us a message through our contact form, our applications or service team reviews the details you provided. If it is a technical question, we often reply with targeted advice, settings or checks you can do in your workshop. For support at your site, we arrange a call or visit from a trained team member, often the relevant applications lead for your system.
If you have a warranty or return question, the Consumer Protection Act only covers individual buyers and businesses under R2 million turnover or assets. We help all customers resolve technical or training issues, and arrange returns where it is required under the law or your system agreement.
