Free & StartupSupport is mail or chat only and defined as best effort support.
ScaleupSupport is mail or chat only and defined as same day support within office hours.
Enterprise has the following classification levels and should be used for important deployments: P1 (urgent) = Service completely inaccessible P2 (high) = Performance significantly degraded P3 (normal) = Minor impact on service P4 (low) = Any other request for guidance or information
Acknowledge time for all incidents is 2 hours within working hours. Expected response times for the incidents: P1 (urgent) = 12 hours P2 (high) = 48 hours P3 (normal) = 72 hours
Is there any binding?
There is no binding. The monthly tier fee is paid for the upcoming month. The number of devices is counted at the end of each month and billed with the next month’s support. If the service is cancelled only the device costs for the running month get billed. We do not refund support/base fee for the period between cancellation and when the support period runs out.
There is an option to commit for one year of service and receive a 10% discount. Then the contract period is binding for this year. All tiers auto-renew without further interaction.
Do you have volume discounts?
Yes, this is available in the Scaleup plan, with additional tiers offered. The higher the volume of devices, the greater the discount. For larger fleets please contact us.
Can you help set up our infrastructure?
Our system is designed to be as intuitive and easy to use as possible. Additional help is available in the documentation.
However, if you lack the resources or skills to get your system setup properly we can help with consulting services. Please reach out and we will solve your problem quickly and efficiently.