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Support

In this section, we discuss the comprehensive support options available at Voltmetrix, designed to ensure your satisfaction and success.

Support Channels

Voltmetrix offers the following tiers of support:

Standard Support

Scope

Standard Support encompasses assistance with infrastructure, connectivity, and software deployed by customers, providing a robust foundation for everyday operational needs.

Support Hours

Standard support is available Monday to Friday, from 8:00 AM to 5:00 PM Central Time, excluding holidays. Inquiries received outside these hours are promptly addressed the next business day.

Response Time

  • Initial Response: Within 4 hours during business hours.
  • High Priority Issues: Within 2 hours.
  • Ongoing Communication: Updates provided every business day until resolution.

Support Channels

Submit requests via Email at [email protected].

Support Priority

Priority levels are assigned to streamline resolution:

  • High Priority: Critical issues affecting business operations.
  • Medium Priority: Significant, but not critical issues.
  • Low Priority: Minor issues with limited impact.

Support Exclusions

Exclusions include problems arising from third-party software/hardware, customer modifications, or unauthorized access.

Disclaimer

This policy is subject to change; no warranties or representations are made about its accuracy or completeness.

Enterprise Support

Scope

Enterprise Support covers infrastructure, connectivity, and software for enterprise-level customers, offering round-the-clock assistance.

Support Hours

Available 24/7, including holidays, to ensure uninterrupted business operations.

Response Time

  • Initial Response: Within 30 minutes, regardless of the time or day.
  • High Priority Issues: Continuous efforts until resolution.
  • Ongoing Communication: Frequent updates until issue resolution.

Support Channels

Enterprise requests should be sent to [email protected].

Support Priority

Issues are prioritized to maximize efficiency and minimize impact on operations.

Support Escalation

For unresolved issues or dissatisfaction, escalate through these levels:

  • Level 1: Support team lead.
  • Level 2: Department manager.
  • Level 3: Executive management.

Support Exclusions

As with Standard Support, certain exclusions apply.

Disclaimer

Subject to change; Voltmetrix makes no warranties about this policy's accuracy or completeness.