Support
Write to support@lanningrobotics.com. We answer in business hours: [support's business hours]Fixture: not yet approved for publication. Many questions are answered in the docs.
What to include
- The product and its release version.
- Your robot's hardware revision, if you have built one.
- The run bundle from the run that went wrong: the Arqen runtime writes one for every run and lists it in
runs/index.json. - A short video, or photos of the wiring, if the problem is in the hardware.
- For an order or a refund, the order reference from the order's page in your account.
How fast we answer
| Severity | For example | First answer | Then |
|---|---|---|---|
| Critical | It will not install or run on a supported setup, or a release behaves unsafely | 4 business hours | A workaround, or a way back to the last good release, within 2 business days |
| Major | A core feature is broken, with no simple workaround | 1 business day | A plan for the fix within 5 business days |
| Normal | A defect you can work around, or documentation that does not match | 2 business days | Planned into the next release |
| Low | A typo, a question or a request | 5 business days | Prioritised with other requests |
What support covers
- Installing and upgrading an official release.
- A product that does not work on the setups its compatibility list declares.
- Defects in a release, and reproducing a problem you have.
- Not covered: setups outside the compatibility list, hardware changed in ways the documentation does not describe, and heavily modified versions.
Orders and refunds
Refunds follow the refund policy. Each order's page in your account has its reference and a link to write to us about it.