ROBOTILL Support Terms and Conditions
These Support Terms form part of the ROBOTILL End-User Licence Agreement (EULA). By using or purchasing any support services, you agree to these terms.
Free Email Support
We provide free email support to all users. Purchasing the Full Edition unlocks additional software features, but support remains free regardless of edition.
Email support typically includes guidance and direct links to relevant sections of our comprehensive online help. For most users, this is sufficient to resolve their queries.
Free Email Support – Conditions of Service
- Replies are typically provided within one hour, but please allow up to 24 hours.
- Support is provided via email only.
- Abusive, threatening, or inappropriate communication may result in support being limited to licensing matters only.
Advanced Support
If an issue cannot be resolved through free email support, ROBOTILL offers Advanced Support Services.
- Remote Assistance: A technician connects via AnyDesk.
- Database Review: Submission of your database for diagnostic purposes.
- Telephone support is not provided.
Advanced Support is provided in 30-minute sessions (or part thereof), which must be purchased in advance.
Advanced Support – Conditions of Service
By purchasing Advanced Support, you agree to the following:
- Remote support must be scheduled in advance and is available during business hours, Monday to Friday.
- Remote access is facilitated exclusively via AnyDesk.
- The session begins at the scheduled time of connection, regardless of delays caused by the customer.
- Full access to the computer must be granted. The system may not be used for sales or operations during the session.
- A responsible person must be present at the computer to respond to technician instructions.
- Each session is billed as 30 minutes or part thereof. Unused time will not be credited or carried forward.
- A working computer and network connection are required for remote support. If a support session cannot be completed due to problems with the customer's computer, network, software, permissions, security settings, or any other issue beyond ROBOTILL's control, the session will be billed as a full 30-minute session. The customer must resolve the underlying issue before a new session can be scheduled.
Limitation of Liability
ROBOTILL does not guarantee that support services will resolve all issues. Users remain solely responsible for maintaining regular and adequate backups and overall system integrity.
ROBOTILL shall not be liable for any data loss, business interruption, loss of profits, or indirect or consequential damages arising from the use of the software or support services.
Amendments
ROBOTILL reserves the right to amend these Support Terms at any time. The most current version will be published on this page.