Free & StartupSupport is mail only and defined as best effort support.
ScaleupSupport is mail 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 and Enterprise plans. The higher the volume of devices, the greater the discount. For larger fleets please contact us.
Can you help set up our infrastructure?
Most customers get started on their own using our documentation and onboarding guides, but our team is available to assist when needed. We also work with a network of experienced partners and consultants who can help with architecture, deployment, Yocto integration, CI/CD pipelines, and large-scale rollouts.