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.
  
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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 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/
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We can supply any spare parts required along with fitting instructions.
  
If you are unable to resolve the issue using the wiki, we will of course continue to provide remote support. However, after expiry of the warranty period, this service will be chargeable at a rate of £75GBP  per hour.  
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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.  
  
We can supply any spare parts required and, in most cases, instructions for part replacement are provided in the wiki.
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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.
  
All support requests must now be logged via the online support ticket system at https://help.engineeredarts.co.uk/ .    Email and telephone requests for support will be re-directed to the online ticket system.
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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]]
  
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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<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>
  
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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.
  
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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You will receive a confirmation email backIf you need to add any further information or files reply to the ticket email with any files you wish to attach.
  
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.
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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.
  
Kind regards,
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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>
 
The Engineered Arts Team
 
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