# Service Level Agreement (SLA) for PhotoRobot Hardware The Service Level Agreement (SLA) for PhotoRobot Hardware defines the service levels, response, commitments, and diagnostic procedures provided by PhotoRobot. ## Service Level Agreement (SLA) for PhotoRobot Hardware This document represents the Service Level Agreement (SLA) for PhotoRobot Hardware: **Version 1.0 — PhotoRobot Edition**,*uni-Robot Ltd., Czech Republic*. ## 1. Introduction This Hardware Service Level Agreement (“**Hardware SLA** ”) defines the service levels, response commitments, and diagnostic procedures provided by **uni-Robot Ltd.** (“**PhotoRobot** ”) for hardware devices (“**Robots** ”), including but not limited to: - PhotoRobot TurnTable - PhotoRobot Cube - PhotoRobot Robotic Arm - PhotoRobot Frame - PhotoRobot Carousel - PhotoRobot motorized modules - embedded electronics and firmware-based subsystems This SLA applies to: - warranty support, - post-warranty technical support, - remote diagnostics, - RMA processes, - assistance with identifying replacement parts. This Hardware SLA complements: - [**PhotoRobot Software SLA (SLA-SW)**](https://www.photorobot.com/legal/sla-sw) - [**PhotoRobot Customer Support Terms**](https://www.photorobot.com/legal/support) - [**PhotoRobot Terms of Service (ToS)**](https://www.photorobot.com/legal/terms-of-service) - [**PhotoRobot License Agreement**](https://www.photorobot.com/legal/license-agreement) This SLA governs **response times and diagnostic procedures**, not physical repair times or hardware replacement guarantees. ## 2. Definitions - **Robot** — any PhotoRobot hardware device or module. - **Hardware Incident** — malfunction, degraded performance, or failure of a Robot. - **Critical Failure** — Robot cannot operate in any capacity; production is halted. - **Major Failure** — Robot operates partially but with degraded functionality. - **Minor Failure** — small defects or operational anomalies that do not prevent operation. - **RMA** — process in which a defective component is returned for inspection or repair. - **Diagnostic Session** — remote session or guided troubleshooting. - **Replacement Part** — component required to restore functionality. ## 3. Scope of Hardware SLA This SLA covers: - remote troubleshooting - firmware-level diagnostics - mechanical/electrical guidance - identification of required parts - support during installation of replacement parts - coordination of RMA cases - coordination with engineering for advanced diagnostics This SLA does **not** cover: - guaranteed repair times - guaranteed replacement times - on-site repairs or physical servicing - installation at customer premises - logistics, customs, shipping delays - physical wear components (belts, bearings, friction surfaces, rubber parts) ## 4. Incident Classification & Response Times Hardware issues are classified into four severity levels. ### 4.1. Level 1 — Critical Failure Robot is fully non-functional. Production is stopped. **Initial response:** - **up to 24 hours** **Diagnostic start:** - **within 48 hours** ### 4.2. Level 2 — Major Failure Robot operates with major limitations. Production is partially affected. - **up to 48 hours** ### 4.3. Level 3 — Minor Failure Robot is operational with reduced comfort, precision, or minor functional issues. - **up to 3 business days** ### 4.4. Level 4 — Low Cosmetic defects or optional non-critical components. - **up to 5 business days** ## 5. Diagnostic Procedure PhotoRobot will initiate remote diagnostics to identify the cause and recommend corrective actions. ### 5.1. Customer must provide: - photos or video of affected area - device serial number - firmware version - short error description - environmental information (power, cabling, load, setup) ### 5.2. PhotoRobot may perform: - remote visual inspection - firmware verification - motor and sensor check - calibration review - electronics integrity check (if possible) - test instructions for Customer ## 6. Replacement Parts If a replacement part is required: 1. PhotoRobot identifies the part 2. Customer receives an offer 3. After approval, the part is shipped 4. Customer performs installation (unless contract states otherwise) **( ! ) - This SLA does not guarantee:** - availability of parts - delivery within specific timeframes - free replacement outside warranty ## 7. RMA (Return Material Authorization) For components that require inspection: 1. PhotoRobot issues an RMA number 2. Customer ships defective component 3. PhotoRobot inspects, repairs, or replaces 4. Part is shipped back to Customer Under warranty: - Customer covers shipping to PR - PR covers return shipping Out of warranty: - Customer covers both directions - repair/replace costs billed separately ## 8. Warranty Repair Warranty handling follows: - official Product Warranty Terms (separate document) - exclusions: - misuse - non-authorized repairs - third-party modifications - mechanical wear - electrical damage from customer wiring Warranty validity requires: - correct installation - correct firmware - proper maintenance ## 9. Preventive Maintenance Hardware SLA does not include maintenance, but PhotoRobot provides: - recommended maintenance intervals - calibration recommendations - cleaning instructions - lubrication guidance (if applicable) Customer is responsible for following maintenance guidance. ## 10. Exclusions This SLA does **not** apply to: - on-site service (optional paid service) - physical installation - training and operation consulting - lens, lighting, or camera issues (third-party equipment) - failures caused by external force, shock, liquids, or overloading - electrical wiring outside PhotoRobot devices - production environment issues - accessories not manufactured by PhotoRobot ## 11. Communication & Escalation If an issue is unresolved: 1. Support Engineer 2. Senior Hardware Engineer 3. Engineering Team 4. Technical Management (enterprise customers) Urgency and escalation are based on business impact. ## 12. Limitations of Liability PhotoRobot is not responsible for: - loss of production - commercial damage - indirect or consequential loss - delays due to customs, courier or logistics - damage caused by incorrect installation or modification ## 13. Changes to Hardware SLA PhotoRobot may update this SLA from time to time. Changes take effect when published. Material changes will be communicated in advance. ## 14. Contact Information **uni-Robot Ltd.** Vodičkova 710/31 110 00 Prague 1 Czech Republic **Support Portal:** [https://support.photorobot.com](https://support.photorobot.com/)**Contact Email:** legal@photorobot.com (only for legal matters)