Processing time: 5–10 business days
Support level: Basic (handling of common technical questions, instructions for using the documentation, links to relevant technical articles, video instructions, and similar)
Processing method: email (Video chat and remote support are charged additionally)
Price: Free

Service Description:

Basic technical support is offered to all customers and interested parties and is processed based on priority determined by the expected or realized volume of business, as well as the time of receiving the request. Requests that fall into this support group may relate to clarifications of the functions of standard devices, instructions for implementing hardware, assistance in selecting the appropriate SDK, instructions for using the SDK within implemented functions (without processing requests for extension and customization to work in unpublished programming languages or development environments). Free Support includes support for the implementation of hardware and software of the µFR series, as well as hardware of the DL533N and DL533R series.

• Response times: 24–48 hours (1-2 business days)
• Support Level: Medium; solving problems with implementing hardware, factory reset, SDK recommendations and assistance in implementation, device setup assistance, and solving other moderately complex technical issues.
• Communication Channel: email (to use a video/phone call, chat, and remote assistance service, you may purchase a live session license)
• Total Resolution Time: 1 support ticket resolution in the scope of up to 1 working hour

Service Description: Medium-Level Technical Support

Our Standard Technical Support Plan offers medium-level technical support for customers who require a faster response time than the Free Support Plan offers. The support level for this plan is Medium, which means that we provide introductory technical support and solve problems with implementing hardware, hardware reset, SDK recommendations and assistance in implementation, device setup assistance, and solving other moderately complex technical issues.

The response times for Standard Technical Support Plan are 24–48 hours, and communication is provided through email. This plan includes one support ticket resolution in the scope of up to 1 working hour, which allows the processing of support tickets that require a fast response. Requests are processed with higher priority compared to the Free Support Plan, and they are taken into account in the order they are received.

The Standard Technical Support Plan includes all the options of the Free Support Plan, as well as advanced services described in the “Support Level” section.

Choose our Standard Technical Support Plan if you require faster response times and support for moderately complex technical issues.

Response times: 24–48 hours (1-2 business days)
Support Level: Medium; solving problems with implementing hardware, factory reset, SDK recommendations and assistance in implementation, device setup assistance, solving moderately complex technical issues, and categorizing reported problems as bugs or a need for R&D assistance.
Processing method: email + optional remote assistance

The plan includes one hour of work on the ticket resolution.

Service Description:

Service applies to the technical support for the implementation of hardware and software of the µFR series, as well as the hardware of the DL533N and DL533R series.

Response times: ASAP (the response is provided in the shortest time possible for highly complex queries resolution)
Support level: Advanced (involves the R&D team contribution)
Processing method: email (optional live & remote assistance)

The plan includes one hour of work on the ticket resolution.

Service Description:

Service applies to the technical support for the implementation of hardware and software of the µFR series, as well as the hardware of the DL533N and DL533R series.

Appointment time: Online booking calendar
Support level: On request
Processing method: VoIP, live meeting, remote assistance, phone, chat,  other forms of verbal communication
Session duration: 30 minutes

Service Description:

For projects and tasks that need immediate assistance, the Live Tech & Remote Assistance Session Support Service provides a 30-minute live session with technical support agents and/or R&D team members. This service is available for all complexity levels and all types of support services that require live consultation. The service includes live consultations and remote assistance via VoIP, live meetings, remote assistance, chat, call, or any other forms of direct written and verbal communication. This is an excellent option for businesses that require a more personal touch and immediate assistance with their technical issues.

The service refers to all types of support that require real-time assistance.

NOTICE:

If you make an appointment for the remote assistance session, please make sure you get ready for the session properly before it starts. 

Here is a list of the suggested actions you should take to make sure you get the most out of your session time:

• Download and run the AeroAdmin software on your desktop machine
• Close all opened folders and files except for Aeroadmin and the live meeting/chat application that will be used for communication during the session
• Terminate all other unnecessary software
• Create an empty folder on your desktop, in the Downloads folder, or in the drive’s root for our support technicians to work with during the session
• Prepare your uFR device or other Digital Logic device you are using for your project
• Test and adjust your speakers and microphone
• Verify the stability of your internet connection
• Ensure that there won’t be any unwanted noise during the session
• If you have trouble communicating in English, make sure you have someone nearby who can interpret the conversation for you, or get ready for using a chat translation tool such as Google Translate
• At the beginning of the remote session, inform our technicians if your desktop machine has certain specific hardware or software settings used for your other business processes that should not be modified in any way
• Also let our specialists know if they shouldn’t access certain files, directories, or development environments on your computer in order to prevent obtaining information you consider private.