Support Hours
Support Hours
Why: We want to keep the cost of our device as low as possible to the end user. As such we are introducing support hours, so you can buy what you need in additional support!
Note: Our devices (i.e. Cilia Developer Kits) come with 2 hours of basic setup and integration support. Other products on our site do not come with support hours.
Who: Maybe you are a business manager who needs some one-on-one support to get your team up to speed or an individual who needs help with a personal project. This has you covered!
What: Support hours allow you to receive one-on-one calls with one of our team members, through popular voice call and screen sharing apps, to help you troubleshoot, develop, and more!
Where: The support will be offered through online means. If you need in person support please feel free to reach out for alternate arrangements.
When: To begin with calls will be available to be scheduled 3 business days in advance on:
Monday: 6pm-midnight CST
Tuesday: 6pm-midnight CST
Thursday: 6pm-midnight CST
Friday: 9am-midnight CST
Saturday: 9am-midnight CST
Sunday: 3pm-midnight CST
Note: Please cancel sessions more than 24 hours in advance or 1 hour will be debited from your balance.
How will I track my hours?
We will email hour balance after each meeting.
Can I use partial hours?
Time spent in a one-on-one session will be rounded up to the nearest half hour and debited from your support hour balance.
What happens when I run out of hours?
You may always come back and purchase additional hours.
Can I receive a refund for unused hours?
A user may request a full refund for unused hours within the 30 days of purchasing the hours.
Can I use my support hours for other things?
We want to keep support hours simple. However, if you are interested in a subscription based memberships that allows you to access additional channels on our Discord server, receive private demos at events we attend, and vote on software features and hardware being developed check out the following page:
https://hapticsol.com/support/12-month-membership
Contact:
if you have questions please email:
peter@hapticsol.com
Disclaimers:
If your device has a manufacturing defect this is separate from support.
It is at our discretion to decline the use of any apps we are uncomfortable using for support.
It is at our discretion to decline meetings if we are unavailable. We will reach out suggesting alternative times.
It is at our discretion to refund hours if we believe they are being misused.
Support hours must concern the use of one of our products.
Unused support hours included in the price of a device are non-refundable unless as part of returning the device.