Customer Support
This page describes the support tiers and service levels Robopack provides to customers of the Robopack SaaS platform. It defines our support hours, support levels, and target response and resolution times by issue priority. The tiers described here form the basis of the support obligations referenced in Robopack subscription agreements.
Support location and hours
Robopack support agents are located in Denmark and Canada.
Standard support hours are Monday to Friday, 09:00–24:00 CET (Central European Time) — that is, from 9am until midnight — excluding Danish public holidays.
Support is not included with the free licence.
All support is delivered remotely via email at support@robopack.com. Support tickets can be submitted either by email or through the support portal.
All customer requests are logged and tracked in the Zoho Ticketing System.
Support levels
Robopack operates a three-tier support model. Tickets are routed to the appropriate level based on complexity.
Level 1 Support
- Initial triage, ticket intake, and acknowledgement
- Basic configuration questions and documentation guidance
- Email-based, 09:00–24:00 CET
Level 2 Support
- Technical escalation from Level 1
- Deeper investigation of product behaviour
- Reproduction of reported issues
- Configuration troubleshooting beyond Level 1 scope
- Email-based, 09:00–24:00 CET. Possibility to book an Expert call.
Level 3 Support
- Error correction and engineering support provided directly by Robopack
- Engaged when a defect requires code-level investigation or a product fix
- Resolution timelines depend on engineering capacity and release cycles
Priority levels and service targets
Each ticket is assigned a priority level (P1, P2, or P3) by Robopack based on the assessed business impact. The targets below reflect our standard operational service objectives and are intended to provide guidance on expected response and resolution timeframes in line with our support model. Response and resolution times are measured against the support-hours window defined above.
- Response — acknowledgement that the ticket is registered in the Robopack ticketing system; first touch with a support agent.
- Resolution — either (a) the issue is fixed, (b) a workaround is provided that restores the affected functionality, (c) the issue is escalated to engineering with an indicative timeline, or (d) the issue is classified as out of scope.
| Priority | Definition | Response target | Resolution target |
|---|---|---|---|
| P1 — Critical | Full outage. The Robopack SaaS platform is unavailable for all users at the affected tenant. | 1 hour | 4 hours |
| P2 — High | Major feature degraded. Significant functionality is unavailable or impaired, but the platform remains partially usable. | 4 business hours | 2 business days |
| P3 — Standard | Minor issues and general support. Cosmetic, low-impact, or general how-to requests. | 1 business day | Best effort |
Tickets logged outside the support-hours window are addressed at the start of the next business day, unless otherwise agreed in the customer's order form.
Updates and error correction
Robopack delivers all updates, bug fixes, enhancements, and version upgrades at no additional cost to subscribers, consistent with current product documentation. Updates are deployed centrally to the SaaS platform and require no action from the customer.
Out of scope
The following are not covered by standard support and are addressed under separate professional services arrangements:
- On-site support
- Out-of-hours support (outside 09:00–24:00 CET)
- End-to-end application packaging delivery by Robopack
- Configuration of third-party systems (e.g. Microsoft Intune, SCCM) outside direct Robopack product integration points
- Remediation of third-party installer defects not caused by the Robopack platform