Support & services: new service model for ART tracking systems
ART is restructuring support: standard product support stays; premium packages, setup, commissioning, training, and on-demand remote help — overview on ar-tracking.de.
Clearly structured instead of one-size-fits-all support
ART is restructuring its existing support and service model. Applications and system environments are becoming more diverse — while technical assistance should remain predictable, transparent, and at the level you expect from experienced ART contacts.
You will find an overview of all offerings under Support & services: from standard product support included with the product to booked packages for operation, commissioning, and training.
What stays, what is added?
Standard Product Support remains part of every ART tracking system. It is the first point of contact for sufficiently documented product issues, potential warranty cases, and basic questions that can be answered from product documentation — requests still via Technical support.
Additional offerings include:
- Premium Support (Compact, Extended, Extended Plus) — prioritized, case-specific remote assistance with a defined initial response
- Remote Technical Support on Demand — up to two hours of remote support for individual cases without an annual contract
- Setup & commissioning — remote or on site for initial system setup
- System training — remote or on site for operation, diagnostics, and basic troubleshooting
Service description PDFs are listed under Resources → Service descriptions.
Transition for installed systems and partners
| Customer group | Support until | Then |
|---|---|---|
| End customer, existing system | 31 Dec 2026 | New Premium model |
| End customer, newly delivered system | — | New model from introduction |
| Partner / reseller (all supported systems) | 31 Dec 2026 | Partner-based Premium model |
The 31 Dec 2026 date applies to the previous extended support for installed systems and partners — not to standard product support included with the product. From 2027, Premium Support is optional; standard product support, warranty, and documentation access remain available as described (requests via technical support).
Warranty claims are unchanged; valid cases are handled independently of additional contracts.
For end customers, Premium Support is assigned to a specific tracking system; authorized partners and resellers may use their allowance across multiple end-customer systems.
Find the right service
On the support overview you can compare packages and see which offering fits setup, ongoing operation, or training. Not sure which package fits? Book an appointment or contact your ART representative — we will recommend the option that suits your system.