Robotics Vendor Scoring SLA: Guide for Operators

Most companies make the mistake of treating robots like classic capital goods. They compare data sheets from manufacturers such as Keenon, Pudu or Boston Dynamics without taking integration into the existing infrastructure into account. However, a pure hardware comparison falls short. In a professional environment, a robot is not an isolated device, but rather part of a process chain. If a hotel robot cannot communicate with the Opera PMS, it remains an expensive toy with no measurable relief.

Professional scoring must therefore go beyond physical parameters such as load capacity or battery life. It must evaluate the provider's ability to integrate the robot into the operator's specific stack. werob acts here as a hardware-agnostic system integrator. We do not evaluate the brand, but rather the suitability of the machine for the defined workflow. Because we have over 280 different robot models from more than 44 OEM partners in our catalog, our scoring is based on real performance data from over 35,000 projects. The goal is not to buy a robot, but to ensure a result.

The process does not begin with selecting a model, but with analyzing the shift. The werob Spec Engine translates the human description of a task into a machine-readable action graph. We will create a ready-to-use specification within 48 hours. This approach eliminates the usual three to six month discovery phases that often lead to nothing in the industry other than thick presentation slides.

werob's scoring model weighs factors such as navigation stability in narrow hallways, connectivity to elevator controls and compliance with local regulations. A robot that excels in a sterile laboratory environment may fail in a busy restaurant with changing lighting conditions and dynamic obstacles. Our Supplier Match algorithm ranks the available OEMs against this specification. This gives operators an objective basis for decision-making that is based on operational reality instead of on sales brochures. This data-driven approach ensures that the selected hardware meets exactly the requirements necessary for the desired cost reduction.

A classic SLA in mechanical engineering often focuses on hardware repairs. In robotics this is not enough. A modern robotics SLA must guarantee functional availability. This means: The robot must not only function mechanically, but also successfully complete its task in the workflow. werob uses a four-dimensional traffic light system in the live cockpit to monitor compliance with these SLAs in real time: hardware, infrastructure, regulations and specifications.

If a robot stops due to a Wi-Fi failure, from the operator's perspective this is a failure, even if the hardware is intact. Our SLAs therefore cover the entire operational level. We guarantee that the integration into systems such as SAP EWM or Mews remains stable. By monitoring over 200 robots in live operation across 11 European countries, we have the data necessary to predict failures before they disrupt operations. An SLA at werob is a promise of the outcome. Since we follow an outcome-only commercial model, you only pay when the robot is running productively. This shifts the risk from the operator to the integrator and forces us to be extremely precise in provider scoring.

An often underestimated aspect of provider scoring is legal compliance. The new EU Machinery Regulation 2023/1230, which will become binding from January 20, 2027, is particularly critical. Many Asian OEMs currently do not have the necessary conformity assessments for the European market. Anyone who purchases hardware today that will no longer be allowed to operate in 2027 risks a total loss of their investment.

werob acts as a compliance path for its customers. The regulatory future viability of each robot is taken into account in our scoring. We check compliance with standards such as ISO 13482 for service robots in direct contact with people or the BewachVO for security robots. This point is non-negotiable, especially in care, where home supervision has strict requirements. A provider who cannot provide clean documentation and cyber security certification according to IEC 62443 will immediately fail the werob scoring. We legally secure the operation so that the operators can concentrate on their core tasks.

A robot without a connection to the IT landscape is an isolated solution. werob’s scoring therefore explicitly assesses the availability of ready-made connectors. We offer direct integrations into leading systems such as PointClickCare, MatrixCare, Opera PMS, Mews, Toast and SAP EWM. These connectors are not individual programming services, but part of the werob platform. This massively shortens the implementation time.

While conventional integrators often need months for an interface, werob promises to have the robot in use within eight weeks. Scoring takes into account how seamlessly the data flows between the robot cockpit and the ERP or PMS system. In the hotel industry, for example, this means that a room service robot automatically finds out in which room a guest has ordered via the PMS and triggers billing after delivery. This depth of integration is the prerequisite for verified cost relief of up to €112,000 per year in hotel room service.

Werob's commercial model is fundamentally different from the competition. We do not invent list prices or sell hardware margins. Our focus is on reducing costs per location and year. Provider scoring only makes sense if it supports the operator's economic goals. We use verified data to precisely calculate the ROI.

In nursing, for example, we achieve an annual relief of €92,000 for medication rounds and €71,000 for internal transport. In terms of logistics, a farm patrol saves around €68,000 per year. These numbers are not estimates but are based on live operations of our fleet. Scoring prioritizes the hardware that most reliably realizes these savings. Since the operator only pays when the system is running (outcome-only), we are intrinsically motivated to select only the most powerful and stable providers in the supplier match. This is the safest guarantee of a functioning SLA.

This table illustrates why a hardware-agnostic approach is superior for operators. A reseller will always try to squeeze their specific hardware into the workflow. werob, on the other hand, adapts the hardware to the workflow. If a model does not meet the SLAs in live operation, our platform structure allows the hardware to be changed without having to rebuild the entire integration.

After implementation, the werob Cockpit takes over monitoring of the fleet. All data streams come together here. The cockpit is the operational heart that ensures that the performance promised in scoring is also delivered in everyday life. It provides a transparent view of the performance of each individual robot across different locations. This is particularly crucial for large chains in the hotel industry or care groups such as Korian Germany.

The system immediately detects deviations from the norm. If the success rate of a round of medication falls below a defined threshold, the system sounds an alarm. Problems can often be solved remotely before on-site staff even notice a problem. This proactive control is the core of our SLA guarantee. We don't just manage robots, we manage the operational availability of your automation solution. With the goal of having over 2,000 robots in use by 2028, the scalability of this management system has already been proven.