Support & Services
Standard product support, Premium Support, setup & commissioning, and system training for ART tracking systems — from first commissioning to ongoing operation.
From initial setup and commissioning to ongoing technical support and structured system training, ART offers clearly defined service options for different levels of assistance.
Find the right service
Standard Product Support
Basic support for every ART tracking system — details and support request, service description (PDF).
Standard Product Support is the first point of contact for sufficiently documented product issues, potential warranty cases, and basic questions that can be answered using available product documentation.
Standard Product Support is included with every ART product — no additional packages necessary.
It does not include scheduled troubleshooting sessions, individual technical analysis, commissioning, or training. For individual technical analysis, prioritized handling, scheduled remote sessions, or direct on-site assistance, additional support and service packages are available.
Best suited for: Basic product questions, documentation, and potential warranty cases.
Premium Support
Prioritized technical assistance for ongoing system operation — compare packages.
Premium Support provides case-specific technical assistance for questions, problems, and changing requirements that go beyond Standard Product Support.
Premium Support is an optional add-on service.
All Premium Support packages include prioritized handling, a qualified initial response within one business day, and a defined quarterly remote-support allowance.
For end customers, Premium Support is assigned to a specific tracking system. Authorized partners and resellers may use their support allowance across multiple end-customer systems.
| Compact | Extended | Extended Plus | |
|---|---|---|---|
| Remote support | 2 h / quarter | 5 h / quarter | 5 h / quarter |
| Qualified initial response | 1 business day | 1 business day | 1 business day |
| Prioritized handling | ✓ | ✓ | ✓ |
| Transfer of unused hours | up to 1 h | up to 2.5 h | up to 2.5 h |
| Remote Setup & Commissioning | – | 1st contract year | 1st contract year |
| On-site technical support | – | – | 1 day / contract year |
| Price | Request price | Request price | Request price |
Extra support capacity when required
Customers with an active Premium Support contract can add further remote-support hours whenever additional capacity is required.
Additional support is provided under the response-time, prioritization and service conditions of the active Premium Support package.
Best suited for: Customers who require predictable access to technical expertise during ongoing system operation.
Technical Support on Demand
Expert assistance without an annual support contract — Premium Support & on demand.
Up to two hours of remote technical assistance for individual cases — without guaranteed response times or prioritized handling as with Premium Support.
Best suited for: Occasional technical questions beyond Standard Product Support.
Setup & Commissioning
Get your tracking system running correctly — setup & commissioning.
- Remote System Setup & Commissioning: One remote session of up to 2 hours — configuration, connectivity, calibration, basic readiness. Request price
- On-site System Setup & Commissioning: Up to 8 working hours on site — camera positions, mounting conditions, tracking environment, functional verification. Does not include physical installation or structural modifications. Request price
System Training
Build knowledge for independent operation — system training.
- Remote System Training: up to 4 hours, maximum 5 participants — Request price
- On-site System Training: up to 8 working hours, maximum 10 participants, exercises on the installed system — Request price
Training teaches operation and diagnostics — it does not replace resolving a specific support case.
Which service fits?
| I need to … | Recommended service |
|---|---|
| Report a possible product defect | Standard Product Support |
| Find information in the documentation | Standard Product Support / Documentation |
| Get help with a specific technical problem | Premium Support / Support on Demand |
| Receive prioritized support with a defined response time | Premium Support |
| Set up and commission a new system | Setup & Commissioning |
| Have the actual installation environment assessed | On-site Setup & Commissioning |
| Learn how to operate and troubleshoot the system | System Training |
| Get assistance with a changed application or requirement | Premium Support |
On-site services and travel
For on-site services, the applicable Travel Package is determined by the actual service location, irrespective of the billing address. Available for Europe, Americas, and Rest of World. Itemized travel quotations on request.
Detailed service conditions
This page provides an overview. Detailed scope, conditions, and exclusions are defined in the service descriptions and the General Support Conditions (PDF).
All support PDFs are listed under Resources → Service descriptions.
Need help choosing?
Contact ART or book an appointment — we will recommend the support or service option that best fits your system.