# PhotoRobot Customer Support Terms This PhotoRobot Customer Support Terms Legal Document describes the support services provided by uni-Robot Ltd (PhotoRobot). ## PhotoRobot Customer Support Terms This document represents the PhotoRobot Customer Support Terms: **Version 2.0 – PhotoRobot Edition**,*uni-Robot Ltd., Czech Republic*. ## 1. Introduction - Customer Support Terms These Customer Support Terms (“**Support Terms** ”) describe the support services provided by **uni-Robot Ltd.** (“**PhotoRobot** ”) in connection with: - PhotoRobot Controls Cloud - PhotoRobot Cloud 2.0 - PhotoRobot API - CL ↔ Cloud synchronization - PhotoRobot hardware devices (“Robots”) including TurnTable, Cube, Robotic Arm, Frame, Carousel, and related modules - firmware-based control systems - enterprise support plans These Support Terms complement the [**PhotoRobot Software SLA**](https://www.photorobot.com/legal/sla-sw)**(/legal/sla-sw)**, the [**PhotoRobot Hardware SLA**](https://www.photorobot.com/legal/sla-hw)**(/legal/sla-hw)**, and the [**PhotoRobot Terms of Service**](https://www.photorobot.com/legal/terms-of-service) **(/legal/terms-of-service)**. ## 2. Scope of Support ### 2.1. Cloud & Software Support PhotoRobot provides support for: - account access and authentication - project operations - uploads, processing, and rendering - API usage - synchronization issues (CL ↔ Cloud) - Cloud 2.0 functionality - software performance issues - firmware upgrade procedure ### 2.2. Controls Local (CL) Support includes: - installation - activation - configuration and networking - CL ↔ Cloud bridge - software key issues ### 2.3. Hardware Support (Robots & Firmware) PhotoRobot provides support related to: - firmware updates - robot connectivity - motor diagnostics and sensor diagnostics - device logs (if available) - troubleshooting of mechanical and electronic issues - calibration guidance - recommended maintenance routines - identification of required replacement parts - RMA process coordination **( ! ) - Hardware repairs, physical servicing, on-site work, or mechanical interventions are not included**, unless covered by: - warranty, or - commercial service agreement, or - paid on-site maintenance. ## 3. Support Channels ### 3.1. Support Portal Support Portal: [https://support.photorobot.com](https://support.photorobot.com) Used for ticket creation, troubleshooting, documentation requests. ### 3.2. In-Product Support Form Inside Cloud interface. ### 3.3. Remote Diagnostic Session For SW or HW troubleshooting when explicitly approved by Customer. ### 3.4. Phone / Video Call (Enterprise Only) Available for enterprise customers with premium support plans. ## 4. Support Availability Standard support hours: **Monday–Friday 08:00–16:00 CET (excluding Czech national holidays)** Enterprise support plans may extend these hours by contract. ## 5. Ticketing & Issue Handling ### 5.1. Ticket Creation Each request sent to [https://support.photorobot.com](https://support.photorobot.com) automatically creates a ticket. Ticket should include: - description of the issue - steps to reproduce - business impact - screenshots or logs - serial number of affected Robot (if applicable) - photos or short video for hardware issues (strongly recommended) - system logs ### 5.2. Ticket Lifecycle - **New** – ticket created - **In Progress** – engineer assigned - **Awaiting Customer** – waiting for information - **Resolved** – solution provided - **Closed** – auto-closed after 5 days without reply ## 6. Severity Levels & Response Times Severity definitions follow the **applicable SLA**: **Software Incidents to Software SLA (** [**https://www.photorobot.com/legal/sla-sw**](https://www.photorobot.com/legal/sla-sw)**)** | Severity | Definition | Initial Response | | --- | --- | --- | | L1 Critical | Complete outage, production halted | 4 hours | | L2 Major | Severe degradation | 8 hours | | L3 Minor | Partial disruption | 24 hours | | L4 Low | Cosmetic, non-urgent | 3 business days | **Hardware Incidents to Hardware SLA (** [**https://www.photorobot.com/legal/sla-hw**](https://www.photorobot.com/legal/sla-hw)**)** | L1 Critical | Robot non-functional, production stopped | 24 hours | | L2 Major | Degraded functionality, workflow slowed | 48 hours | | L3 Minor | Non-critical malfunction | 3 business days | | L4 Low | Cosmetic or optional component | 5 business days | ## 7. Resolution Expectations PhotoRobot commits to: - prompt investigation - clear communication - identifying workarounds (where possible) - coordinating spare parts or RMA when needed - collaborating with sub-processors or suppliers ### ( ! ) - Important Resolution times are **not guaranteed** and depend on: - nature of hardware failure - availability of replacement parts - required diagnostics - cooperation from Customer - shipping and logistics constraints ## 8. Hardware Support Procedures ### 8.1. Diagnostic Requirements For hardware incidents, Customer should provide: - high-resolution photos of affected area - short video showing the malfunction - serial number & device model - firmware version - logs (if applicable) ### 8.2. Remote Diagnostics Where possible, PhotoRobot will perform: - remote inspection - firmware verification - motor/sensor tests (if supported) - calibration checks - environmental condition checks (power, cables, mounts, load) ### 8.3. Replacement Parts If a replacement part is required: - PhotoRobot identifies the part - Customer receives quotation - Shipment is made after order confirmation - Customer performs installation, unless service contract states otherwise **( ! ) - There is no guaranteed delivery time of parts unless contractually agreed.** ### 8.4. RMA (Return Material Authorization) If a defective part must be returned: 1. PhotoRobot issues RMA number 2. Customer ships part to PhotoRobot 3. PhotoRobot inspects and verifies failure 4. Repair or replacement is issued 5. Part is shipped back to Customer ### 8.5. Warranty Considerations If under warranty: - faulty part is repaired or replaced free of charge - customer pays shipping to PR - PR pays shipping back to customer If outside warranty: - repairs and parts are billed - shipping both ways is billed ### 8.6. Excluded Hardware Support Not included: - on-site repairs - damaged components caused by incorrect use - mechanical wear & tear (belts, bearings, rubber components) - user-made mechanical modifications - electrical damage from non-compliant installations ## 9. Customer Responsibilities Customer must: - provide accurate issue descriptions - maintain stable and compliant operating environment - follow safety instructions and manuals - perform recommended maintenance - avoid unauthorized modifications - provide logs / photos / videos when requested - ensure robots are operated legally and safely ## 10. Remote Access Policy Remote access may be used for SW or HW support if: - approved by Customer - supervised by Customer - session is temporary - strictly used for diagnostics - no permanent access remains Remote access is **optional**, never mandatory. ## 11. Exclusions from Support Support does **not** cover: - third-party hardware or software - unsupported operating systems - modified firmware - customer’s own scripts or integrations - photography technique consulting (unless paid) - on-site repairs - mechanical modifications - logistics, customs delays, or shipping risks - physical wear & tear of components Paid consultancy or service agreements may be offered. ## 12. Escalation Path If an issue is unresolved, escalation follows: 1. Support Engineer 2. Senior Engineer 3. Support Lead 4. Engineering Team 5. Management (enterprise only) ## 13. Customer Conduct Customers must: - maintain respectful communication - avoid ticket flooding - provide timely responses - designate a single point of contact (enterprise) PhotoRobot may limit support in cases of abusive behavior. ## 14. Changes to Support Terms PhotoRobot may update these Support Terms at any time. Changes take effect when published. Material changes will be announced in advance. ## 15. 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)