Difference between revisions of "Support Policy"

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(Overview)
 
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[[Category:Troubleshooting]][[Category:User Manual]]
''Currently EA access only until finalised''
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==Overview==
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If you experience a problem with your robot, you should diagnose and resolve issues using our online documentation wiki at http://wiki.engineeredarts.co.uk/  
  
Gill to amend, marcus to tart up visually:
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There are Troubleshooting sections under the headings on the left hand side, e.g. Under RoboThespian click on Troubleshooting for troubleshooting and resolving issues with RoboThespian.  You can also search for a particular component or issue using the search box in the top right of the wiki.
  
In many cases you will be able to diagnose and resolve issues using our online documentation at http://wiki.engineeredarts.co.uk/
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If you are unable to resolve the issue using the wiki, we will provide remote support via our online support system.  However, after expiry of the warranty period, this service will be chargeable at a rate of £75GBP per hour.  
  
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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We can supply any spare parts required along with fitting instructions.
  
We can supply any spares required, and in most cases instructions for part replacement are provided in the online documentation.
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==Making a request for support==
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Support requests can be made via the online support ticket system from https://robots.engineeredarts.co.uk/. Please login then click on the Support Tickets link.  
  
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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If you do not already have a login please [mailto:info@engineeredarts.co.uk contact Engineered Arts] with your robot's Serial Number and we will provide a login.
  
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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We need to know the robot's serial number. Your serial number can be found on the robot - please see [[Serial Number Identification]]
  
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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<div><ul>
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<li style="display: inline-block;">[[File:Support tickets via Robots website.png|thumb|none|500px|link=https://robots.engineeredarts.co.uk/|Access support from robots.engineeredarts.co.uk]]</li>
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<li style="display: inline-block;">[[File:EA_Support_Tickets_Website.png|thumb|none|500px|link=|Support Tickets Site]]</li>
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</ul></div>
  
Kind regards,
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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.
The Engineered Arts Support Team
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You will receive a confirmation email back.  If you need to add any further information or files reply to the ticket email with any files you wish to attach.
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Please include photos or screenshots wherever possible. Although only one image can be included when opening an issue, you can add more to subsequent comments.
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Email and telephone requests for support will be re-directed to the online ticket system.
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For an effective fault resolution please let us know
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# Exactly what you were trying to do
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# What you expected to happen
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# What actually happened
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# Any steps you have taken to resolve the issue
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===Seeing support ticket history online===
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To see all comments and attachments for a ticket online, go to https://help.engineeredarts.co.uk/ and enter the ticket number (numbers only, no need for any text) and the email address used when submitting the ticket:
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<div><ul>
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<li style="display: inline-block;">[[File:Helpdesk - view a ticket.png|thumb|none|500px|link=https://help.engineeredarts.co.uk/|View a ticket.png]]</li>
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<li style="display: inline-block;">[[File:Helpdesk - view a ticket history.png|thumb|none|500px|link=|View ticket history]]</li>
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</ul></div>
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==Servicing and upgrades==
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As with any technical product, eventually replacement parts and hardware become discontinued and software is superseded. 
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We are continually adding new features, improved hardware and software 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 reasonable cost. Please contact us for a quote.  We will notify you of any parts that need replacing and of any recommended upgrades available.
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Kind regards,<br>
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The Engineered Arts Team

Latest revision as of 11:05, 11 September 2019

Overview

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

There are Troubleshooting sections under the headings on the left hand side, e.g. Under RoboThespian click on Troubleshooting for troubleshooting and resolving issues with RoboThespian. You can also search for a particular component or issue using the search box in the top right of the wiki.

If you are unable to resolve the issue using the wiki, we will provide remote support via our online support system. However, after expiry of the warranty period, this service will be chargeable at a rate of £75GBP per hour.

We can supply any spare parts required along with fitting instructions.

Making a request for support

Support requests can be made via the online support ticket system from https://robots.engineeredarts.co.uk/. Please login then click on the Support Tickets link.

If you do not already have a login please contact Engineered Arts with your robot's Serial Number and we will provide a login.

We need to know the robot's serial number. Your serial number can be found on the robot - please see Serial Number Identification

  • Access support from robots.engineeredarts.co.uk
  • Support Tickets Site

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.

You will receive a confirmation email back. If you need to add any further information or files reply to the ticket email with any files you wish to attach.

Please include photos or screenshots wherever possible. Although only one image can be included when opening an issue, you can add more to subsequent comments.

Email and telephone requests for support will be re-directed to the online ticket system.

For an effective fault resolution please let us know

  1. Exactly what you were trying to do
  2. What you expected to happen
  3. What actually happened
  4. Any steps you have taken to resolve the issue

Seeing support ticket history online

To see all comments and attachments for a ticket online, go to https://help.engineeredarts.co.uk/ and enter the ticket number (numbers only, no need for any text) and the email address used when submitting the ticket:

  • View a ticket.png
  • View ticket history

Servicing and upgrades

As with any technical product, eventually replacement parts and hardware become discontinued and software is superseded.

We are continually adding new features, improved hardware and software 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 reasonable cost. Please contact us for a quote.  We will notify you of any parts that need replacing and of any recommended upgrades available.

Kind regards,
The Engineered Arts Team