Premium Support
Prioritized technical support for ART tracking systems: Compact, Extended, and Extended Plus — with defined remote allowances and response times.
Premium Support provides prioritized, case-specific technical assistance for customers who require more than Standard Product Support.
It is intended for technical questions, troubleshooting, changing requirements, and other situations that require individual assessment by our technical team during ongoing system operation.
Included in all Premium packages
- prioritized handling of support requests
- qualified initial response within one business day
- remote support sessions with our technical team
- case-specific technical analysis and troubleshooting
- assistance with new or subsequently changed applications
- basic assistance with third-party integration (configuration, standard interfaces, standard data outputs)
- billing of support time in 30-minute increments
Premium Support Compact
For customers who require occasional prioritized technical assistance.
- 2 hours of remote technical support per quarter
- up to 1 unused support hour transferable to the immediately following quarter
- qualified initial response within one business day
- prioritized handling
Best suited for: Systems that normally operate independently but occasionally require case-specific technical assistance.
Service Description Premium Support Compact (PDF)
Premium Support Extended
For customers who require regular technical assistance and a larger quarterly support allowance.
- 5 hours of remote technical support per quarter
- up to 2.5 unused support hours transferable to the immediately following quarter
- qualified initial response within one business day
- prioritized handling
- one Remote System Setup & Commissioning session during the first contract year
Best suited for: Recurring technical questions, changing requirements, or higher expected support demand.
Service Description Premium Support Extended (PDF)
Premium Support Extended Plus
Regular remote support combined with optional on-site assistance.
- 5 hours of remote technical support per quarter
- up to 2.5 unused support hours transferable to the immediately following quarter
- qualified initial response within one business day
- prioritized handling
- one Remote System Setup & Commissioning session during the first contract year
- one scheduled on-site technical support day of up to 8 working hours per contract year (may also be used for Setup & Commissioning)
Best suited for: Predictable remote support and direct technical assistance at the operating location.
Service Description Premium Support Extended Plus (PDF)
Additional Remote Support
Customers with an active Premium Support contract can purchase additional remote-support hours under the response-time and service conditions of the active package.
Support on Demand
Remote Technical Support on Demand provides up to 2 hours of remote technical assistance without an annual Premium Support contract. It does not include guaranteed response times or prioritized handling.
Service Description Remote Technical Support on Demand (PDF)
End customers and partners
End customers: Premium Support is assigned to a specific tracking system. Partners and resellers may use their allowance across multiple end-customer systems; support time is deducted from the available allowance.
What Premium Support is not
Premium Support does not replace:
- initial System Setup & Commissioning
- structured operator or system training
- general instruction in diagnostic or troubleshooting methods
- customer-specific engineering or software development
Detailed scope and exclusions: General Support Conditions (PDF) and the applicable service descriptions — all support PDFs.
Request Premium Support · Contact ART · Support & services overview