Voucher technical support

General terms and conditions:

1. The support will be subject to the customer allowing an online connection to the robot / system. The robot must be accessible through the Internet.

2. The default tool for remote access to the robot will be Teamviewer. In case the customer prefers to use a different one, the necessary information and tools must be provided in advance. Telephone support is also available, if remote control is not required or the system cannot be accessed via the Internet.

3. Remote assistance is guaranteed during office hours from 8.00 a.m. to 5.00 p.m., Monday to Thursday, and on Fridays from 8 a.m. to 3 p.m., except for local and national holidays (Spain).

4. The assistance is available in two modalities: by purchasing 1 hour of technical support or a 10 hour voucher.

5. The validity of the support hours is one year from the date of purchase. If new vouchers are bought, the number of hours will be automatically added to the current one.

6. The communication will be via email. The specific email address will be provided to the customer after the purchase of the voucher or via the web form.

7. The standard response time will be 24/48 hours maximum from the notification by the customer.

8. After each assistance, the time consumed will be discounted from the account.

9. The minimum time fraction is 30 minutes, even if the time consumed in the consultation is less.

10. After each support session, an email will be sent to the customer with the time consumed.

The remote assistance service is available for any repair, setup, maintenance and consultancy related to any of our products, and can be carried out with or without the intervention/help of the customer.