Provider: FAIRINO Europe s.r.o.
Business ID: 23301791 | VAT ID: CZ23301791
Registered Office: Jakoubka ze Stříbra 781/44, Nové Sady, 779 00 Olomouc, Czech Republic
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.
2.1 The Service includes:
2.2 The Service does not include:
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.
4.1 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.
5.1 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.
6.1 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.
Support is provided in Czech, Slovak, or English, depending on staff availability. All time references follow the Prague time zone (CET/CEST).
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.
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.