Difference between revisions of "Support Policy"

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Gill to amend, marcus to tart up visually:
 
Gill to amend, marcus to tart up visually:
  
In many cases you will be able to diagnose and resolve issues using our online documentation at http://wiki.engineeredarts.co.uk/
 
  
If you are unable to resolve the issue using the wiki or would like us to diagnose and resolve it on your behalf we will of course continue to offer support, but it will be chargeable at a rate of £75 per hour.
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If you experience a problem with your robot, in the first instance, you should diagnose and resolve issues using our online documentation wiki at http://wiki.engineeredarts.co.uk/
  
We can supply any spares required, and in most cases instructions for part replacement are provided in the online documentation.
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If you are unable to resolve the issue using the wiki or would prefer our engineers diagnose and resolve the issue on your behalf, we will of course continue to offer support. However, after expiry of the warranty period, this service will be chargeable at a rate of £75 per hour.  
  
To provide a better service support is now via our online support ticket system https://help.engineeredarts.co.uk/ - you can submit issues here, provide photos and any additional information requested and view the current status of any issues here.  No more emailing back and forth.
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We can supply any spare parts required and, in most cases, instructions for part replacement are provided in the wiki.
  
As robots get older, parts and hardware become End of Life and no longer available, and software becomes outdated. We are constantly adding new features and improved hardware to our latest model robots, which you may wish to consider upgrading to.
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All support requests must now be logged via the online support ticket system at https://help.engineeredarts.co.uk/
  
We recommend a service for any robots over 3 years old at a cost of £1200, excluding parts and shipping. We will let you know of any parts that need replacing and of any recommended upgrades available to your robot.
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You can report support issues here, attach photos and other files, communicate with an EA engineer and monitor the live status of your ticket at any time
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As with any technical product, eventually replacement parts and hardware become discontinued and software is superceeded.    We are constantly adding new features and improved hardware to our latest robots, and we offer generous exchange deals for customers considering an upgrade to their existing model.
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We recommend robots over 3 years old are returned to the EA workshop for servicing at a basic cost of £1,200GBP excluding parts, shipping, Duty&VAT.  We will notify you of any parts that need replacing and of any recommended upgrades available.
  
 
Kind regards,
 
Kind regards,
The Engineered Arts Support Team
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The Engineered Arts Team

Revision as of 13:16, 6 April 2017

This is a protected page.

Currently EA access only until finalised

Gill to amend, marcus to tart up visually:


If you experience a problem with your robot, in the first instance, you should diagnose and resolve issues using our online documentation wiki at http://wiki.engineeredarts.co.uk/

If you are unable to resolve the issue using the wiki or would prefer our engineers diagnose and resolve the issue on your behalf, we will of course continue to offer support. However, after expiry of the warranty period, this service will be chargeable at a rate of £75 per hour.

We can supply any spare parts required and, in most cases, instructions for part replacement are provided in the wiki.

All support requests must now be logged via the online support ticket system at https://help.engineeredarts.co.uk/

You can report support issues here, attach photos and other files, communicate with an EA engineer and monitor the live status of your ticket at any time


As with any technical product, eventually replacement parts and hardware become discontinued and software is superceeded.   We are constantly adding new features and improved hardware to our latest robots, and we offer generous exchange deals for customers considering an upgrade to their existing model.

We recommend robots over 3 years old are returned to the EA workshop for servicing at a basic cost of £1,200GBP excluding parts, shipping, Duty&VAT.  We will notify you of any parts that need replacing and of any recommended upgrades available.

Kind regards, The Engineered Arts Team