PhotoRobot Customer Support Terms

This document represents the PhotoRobot Customer Support Terms: Version 2.0 – PhotoRobot Edition, uni-Robot Ltd., Czech Republic.

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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 Software SLA (/legal/sla-sw), the Hardware SLA (/legal/sla-hw), and the Terms of Service (/legal/terms-of-service).

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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

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2.2. Controls Local (CL)

Support includes:

• installation
• activation
• configuration and networking
• CL ↔ Cloud bridge
• software key issues

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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.

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3. Support Channels

3.1. Support Portal

Support Portal: https://support.photorobot.com

Used for ticket creation, troubleshooting, documentation requests.

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3.2. In-Product Support Form

Inside Cloud interface.

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3.3. Remote Diagnostic Session

For SW or HW troubleshooting when explicitly approved by Customer.

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3.4. Phone / Video Call (Enterprise Only)

Available for enterprise customers with premium support plans.

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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.

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5. Ticketing & Issue Handling

5.1. Ticket Creation

Each request sent to 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

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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

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6. Severity Levels & Response Times

Severity definitions follow the applicable SLA:

Software Incidents to Software SLA (https://www.photorobot.com/legal/sla-sw)

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Hardware Incidents to Hardware SLA (https://www.photorobot.com/legal/sla-hw)

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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

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( ! ) - 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

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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)

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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)

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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.

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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

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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

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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

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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

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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.

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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.

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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)

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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.

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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.

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15. Contact Information

uni-Robot Ltd.
Vodičkova 710/31
110 00 Prague 1
Czech Republic

Support Portal:https://support.photorobot.com
Contact email: legal@photorobot.com (only for legal matters)