Service Level Agreement
We can provide ad-hoc and scheduled remote support of our products (subject to support staff availability).
Generally, The FPI Technical Support team are able to respond quickly (within a few hours) and will be able to provide ad-hoc support for up to 30 minutes. There may be delays to initiate a connection depending on the size of the support queue.
For longer periods it may be necessary to make a booking, or if a particular issue is complex and needs additional time, it may be necessary to schedule additional sessions.
Please note that there may be a cost for support sessions other than for ad-hoc troubleshooting or product guidance, for example full system "start-ups" or complete software reinstallations and configuration.
We can connect to your smartphone via Teamviewer Pilot. The software is free to install and available in app' stores.
Please install and run the software and create a ticket for fast support supplying the ID number: