Service Level Agreement (SLA) for PhotoRobot Hardware

This document represents the Service Level Agreement (SLA) for PhotoRobot Hardware: Version 1.0 — PhotoRobot Edition, uni-Robot Ltd., Czech Republic.

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1. Introduction

This Hardware Service Level Agreement (“Hardware SLA”) defines the service levels, response commitments, and diagnostic procedures provided by uni-Robot Ltd. (“PhotoRobot”) for hardware devices (“Robots”), including but not limited to:

PhotoRobot TurnTable
PhotoRobot Cube
PhotoRobot Robotic Arm
PhotoRobot Frame
PhotoRobot Carousel
PhotoRobot motorized modules
embedded electronics and firmware-based subsystems

This SLA applies to:

warranty support,
post-warranty technical support,
remote diagnostics,
RMA processes,
assistance with identifying replacement parts.

This Hardware SLA complements:

Software SLA (SLA-SW)
Customer Support Terms
Terms of Service (ToS)
License Agreement

This SLA governs response times and diagnostic procedures, not physical repair times or hardware replacement guarantees.

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2. Definitions

‍Robot — any PhotoRobot hardware device or module.‍
Hardware Incident — malfunction, degraded performance, or failure of a Robot.‍
Critical Failure — Robot cannot operate in any capacity; production is halted.‍
Major Failure — Robot operates partially but with degraded functionality.‍
Minor Failure — small defects or operational anomalies that do not prevent operation.‍
RMA — process in which a defective component is returned for inspection or repair.‍
Diagnostic Session — remote session or guided troubleshooting.‍
Replacement Part — component required to restore functionality.

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3. Scope of Hardware SLA

This SLA covers:

remote troubleshooting
firmware-level diagnostics
mechanical/electrical guidance
identification of required parts
support during installation of replacement parts
coordination of RMA cases
coordination with engineering for advanced diagnostics

This SLA does not cover:

guaranteed repair times
guaranteed replacement times
on-site repairs or physical servicing
installation at customer premises
logistics, customs, shipping delays
physical wear components (belts, bearings, friction surfaces, rubber parts)

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4. Incident Classification & Response Times

Hardware issues are classified into four severity levels.

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4.1. Level 1 — Critical Failure

Robot is fully non-functional.

Production is stopped.

Initial response:

up to 24 hours

Diagnostic start:

within 48 hours

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4.2. Level 2 — Major Failure

Robot operates with major limitations.

Production is partially affected.

Initial response:

up to 48 hours

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4.3. Level 3 — Minor Failure

Robot is operational with reduced comfort, precision, or minor functional issues.

Initial response:

up to 3 business days

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4.4. Level 4 — Low

Cosmetic defects or optional non-critical components.

Initial response:

up to 5 business days

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5. Diagnostic Procedure

PhotoRobot will initiate remote diagnostics to identify the cause and recommend corrective actions.

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5.1. Customer must provide:

photos or video of affected area
device serial number
firmware version
short error description
environmental information (power, cabling, load, setup)

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5.2. PhotoRobot may perform:

remote visual inspection
firmware verification
motor and sensor check
calibration review
electronics integrity check (if possible)
test instructions for Customer

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6. Replacement Parts

If a replacement part is required:

PhotoRobot identifies the part
Customer receives an offer
After approval, the part is shipped
Customer performs installation (unless contract states otherwise)

( ! ) - This SLA does not guarantee:

availability of parts
delivery within specific timeframes
free replacement outside warranty

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7. RMA (Return Material Authorization)

For components that require inspection:

PhotoRobot issues an RMA number
Customer ships defective component
PhotoRobot inspects, repairs, or replaces
Part is shipped back to Customer

Under warranty:

Customer covers shipping to PR
PR covers return shipping

Out of warranty:

Customer covers both directions
repair/replace costs billed separately

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8. Warranty Repair

Warranty handling follows:

official Product Warranty Terms (separate document)
exclusions:
- misuse
- non-authorized repairs
- third-party modifications
- mechanical wear
- electrical damage from customer wiring

Warranty validity requires:

correct installation
correct firmware
proper maintenance

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9. Preventive Maintenance

Hardware SLA does not include maintenance, but PhotoRobot provides:

recommended maintenance intervals
calibration recommendations
cleaning instructions
lubrication guidance (if applicable)

Customer is responsible for following maintenance guidance.

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10. Exclusions

This SLA does not apply to:

on-site service (optional paid service)
physical installation
training and operation consulting
lens, lighting, or camera issues (third-party equipment)
failures caused by external force, shock, liquids, or overloading
electrical wiring outside PhotoRobot devices
production environment issues
accessories not manufactured by PhotoRobot

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11. Communication & Escalation

If an issue is unresolved:

Support Engineer
Senior Hardware Engineer
Engineering Team
Technical Management (enterprise customers)

Urgency and escalation are based on business impact.

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12. Limitations of Liability

PhotoRobot is not responsible for:

loss of production
commercial damage
indirect or consequential loss
delays due to customs, courier or logistics
damage caused by incorrect installation or modification

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13. Changes to Hardware SLA

PhotoRobot may update this SLA from time to time.

Changes take effect when published.

Material changes will be communicated in advance.

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14. Contact Information

uni-Robot Ltd.
Vodičkova 710/31
110 00 Prague 1
Czech Republic

Support Portal: https://support.photorobot.com
Contact Email: legal@photorobot.com (only for legal matters)

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