Online Technical Support - Standard

Last updated:

11.01.2025

Effective date:

11.01.2025

1. Definition of Service

The Online Technical Support - Standard ("Service" or "OTS Standard") is the basic level of online technical support provided by FAIRINO Europe s.r.o. for FAIRINO collaborative robots ("Cobots"). The Service allows customers to contact technical support via email, online chat, or other communication channels listed on the FAIRINO Europe Support Portal, within the scope and conditions set by these terms.

2. Scope of Service

2.1 The Service includes:

Basic technical support for FAIRINO products (hardware and software) via remote consultation;
Assistance in fault identification, recommending solutions, and potential referral to service intervention or spare parts;
Providing information on operation, updates, or basic settings.

2.2 The Service does not include:

On-site technical support at the customer's location;
Programming of specific applications, logic, or complete automation processes;
Training (unless part of a separate contract);
Remote access (unless agreed upon for a specific case via the Support Portal).

3. Availability and Hours

3.1 Support is available during business days (Monday – Friday), typically from 9:00 AM to 4:00 PM (CET/CEST).

3.2 Support is not available during public holidays in the Czech Republic or during technical maintenance of the Support Portal.

4. Response Time (SLA)

4.1 For the OTS Standard level, the Provider aims to respond within 24–48 hours (business days) of receiving the inquiry.

4.2 The response time is indicative and depends on the complexity of the inquiry and current capacity. This level does not guarantee fixed resolution times.

5. Communication Channels

5.1 Communication is conducted exclusively through the Support Portal (https://fairino.support), email (contactus@fairino.support), or designated chat platforms.

5.2 Phone support is not part of the OTS Standard level unless expressly offered for a specific case.

6. Conditions for Use

6.1 The Service is provided free of charge to customers who have purchased FAIRINO products from FAIRINO Europe or its authorized partners for the duration of the warranty.

6.2 Customers who purchased via a Partner should primarily contact their respective reseller or distributor.

6.3 The Service is intended for essential technical guidance. FAIRINO Europe reserves the right to decline excessive or repetitive inquiries unrelated to product functionality.

6.4 FAIRINO Europe does not guarantee that every issue will be resolved but undertakes to provide adequate support and a recommended course of action.

7. Language and Time Zone

Support is provided in Czech, Slovak, or English, depending on staff availability. All time references follow the Prague time zone (CET/CEST).

8. Liability

FAIRINO Europe s.r.o. is not liable for any damage arising from improper product use or failure to follow recommended procedures. The Provider reserves the right to amend these Terms with prior notice published on the official website.

9. Final Provisions

These Terms are binding for all OTS Standard users and form an integral part of FAIRINO Europe s.r.o.'s warranty and service conditions. In the event of any discrepancy, the Czech version shall prevail.