Whenever you have a question or would like to share your ideas on the use of our products, reach us by:
BioSmart technical support is available at any communication channel convenient for you on weekdays from 8 AM to 5 PM.
The principles of technical support operation
Any person is enabled to obtain an advice and technical support, including end consumers, installers and integrators, partners of any level.
Your questions are answered by the engineers familiar with all aspects of implementing and using the product. If necessary, the consultations are attended by the developpers of the system.
Free of charge
Technical consultations are free of charge:
- For all
- In any scope
- On any communication channels
Answers to questions are performed by the communication channel convenient for you.
Phone call to us is the fastest way to obtain the necessary information. The response to an e-mail letter may not be as fast as the phone one, but you will get an answer any way.
If you have not received a response to your letter within a few hours (from 8 AM to 5 PM), it is recommended to duplicate the request by your telephone call, as sometimes emails are mistakenly blocked by spam filters.
In case of problems requiring our participation (the amendment of software operation, the firmware of the controller or the replacement of equipment), you may count on our immediate response. The typical term regarding the solution of these problems shall be within 1-3 business days.
Advanced technical support
The software remote demonstration and configuration
In addition to traditional methods of support (phone, Skype, etc.) we can also connect to your desktop via the remote access. This is often the best way for remote display of any function or to assist in setting up the system.
At the same time:
- Any Internet connection allowing you to view the web page in the browser is quite enough. No settings required: technically, this connection does not imply incoming connections to you, so there is no need to configure Firewall exceptions, «ports forwarding» and similar actions. The system may also be operated via the web proxies.
- No need to install any additional software
- No need to have Windows administrator rights to use this service
- You control all our actions (tracking what we do, letting us only the necessary functions)
- All the network data are encrypted.
In the Download section you may find promotional materials, descriptions and instructions for the operation of BioSmart equipment.
We regularly release BioSmart updates, where we realize both our own vision of the product development and our customers wishes. All updates are free. The software and firmware of the controllers may be updated quickly and conveniently with virtually no system downtime with automatic saving of all data and settings. The latest version of the products you may find in the Download section.
We provide assistance in selection of equipment for a specific task, taking into account the specificity and challenges of the project regarding establishing of access control system or working time attendance.
Full warranty — 3 years
We provide a full 3 year warranty on all products sold under the BioSmart brand.
When a warranty claim occurs, we make every effort of us to ensure that the equipment to be replaced has been delivered to the customer as quickly as possible, paying the delivery ourselves.
In cases where the reason for the failure of equipment is not clear, we follow the procedure as following:
- Primarily we provide the equipment to be replaced the inefficient one, arranging and paying the shipping
- Receive the equipment failed from the client, hold the expertise
- If the case turned out to be under warranty, we provide the equipment to be replaced
- If the failure was not a warranty case, we offer a bill for the customer to repair and to deliver the equipment
You can check out detailed information about warranty policy and warranty claim form in following section.