What Our Support Inbox Is Teaching Us About How Teams Succeed with Robotics

We treat support as part of the product.

Every question we get is a signal about how teams are pushing real work forward with our systems. Over time, those conversations show clear patterns around what helps teams move faster, stay confident, and build on momentum.

Here’s what we’re learning and how it’s shaping what we’re developing next.

1. Strong data practices unlock faster progress

Many teams reach out as they refine how they capture, organize, and reuse demonstrations. These are groups already doing serious work and looking to make it compound.

We’re developing more standardized data capture paths, better session replay and inspection tools, and a cloud layer that gives teams shared context across people and time. Centralized data makes good work easier to extend.

2. Extra degrees of freedom expand what teams can explore

Support conversations consistently reinforce how important natural, expressive motion is for real tasks and clean demonstrations.

That’s why we’re rolling out 7 DOF arms. More kinematic flexibility gives teams smoother trajectories, more intuitive teleoperation, and greater freedom to design tasks without working around geometry.

3. Teleoperation succeeds when it stays intuitive

Leader arms are central to many workflows, and teams often focus on fine-tuning feel, ergonomics, and setup so demonstrations stay fluid over long sessions.

We’re continuing to refine leader arms to be lighter, easier to set up, and more comfortable to use, helping teams generate cleaner demonstrations with less fatigue.

4. Clear integration paths keep momentum high

Many support requests are quick alignment checks that help teams stay on track: confirming configurations, validating approaches, and avoiding unnecessary rework.

We’re expanding the SDK and improving defaults, examples, and documentation so common workflows are straightforward while advanced use cases remain flexible.

5. Stability over time builds confidence

Teams care deeply about how systems behave across extended sessions. Confidence over hours, not minutes, enables longer experiments and richer datasets.

We’re investing in better tooling for monitoring, logging, and reviewing sessions over time, including centralized visibility through the cloud.

Why support matters so much to us

All of this comes from being close to the work.

That’s why our promise to respond to support requests within 24 hours, with U.S.-based engineers, is core to how we operate. Fast, knowledgeable support keeps experiments moving and helps teams get the most out of the systems they already rely on.

Support isn’t a separate function. It’s how we learn and how we help customers succeed faster.

The takeaway is simple: when you listen closely to real work, you build better tools.

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