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Service and Support: Pio Essentials

 

Explore what Pio Essentials support and service offers—its key features, benefits, and how it enhances your operations.

What's included in Pio Essentials?

SUPPORT DETAILS
Help Center Access
Available via the Pio app
Support Hours
Monday–Friday, 09:00–15:00 (local time)
How to Contact Support
Submit a ticket
Maximum Response Time (Critical Incidents)
Within 1 hour during support hours
SERVICE DETAILS
Preventive scheduled maintenance of hardware*
Yes
Remote video help following a qualified support ticket
Yes
Swap response time (bot on site)**
7 days
Service response time (bot on site)**
5 days
Price per month included in fee

* Customer is responsible for (a) basic preventive maintenance tasks such as cleaning of grid and modules and visual inspection of ports and robots, (b) resolving basic issues such as overfilled bins and (c) executing basic self-service tasks, such as swapping batteries. The Partner is responsible for carrying out preventive maintenance.

** Customer will be charged for time and material if (a) Customer fails to fulfill obligations on preventive maintenance, (b) Customer fails to fulfill obligations on self service, or (c) Swap or on-site service is required due to improper use of the system. 

Looking for an extended service plan?

Pio Essentials covers standard support needs. For 24/7 phone support or advanced service tiers, our partners provide extended packages tailored to your operation. Contact us to request a custom quote.

CONTACT USsmile

Add Capacity. Subtract Stress.


Easily boost capacity by adding extra robots—ideal for peak seasons or unexpected spikes in demand.

How It Works:

  • Minimum commitment: 3 months
  • Activation fee: Covers shipping & administration
  • Monthly fee: Standard rate per additional robot
  • Delivery time: 14 days