Support Tiers
Standard Support
Included with all plans
- ✓ Email support during business hours
- ✓ Response within 24 hours (business days)
- ✓ Knowledge base access
- ✓ Remote troubleshooting
- ✓ Software updates included
Priority Support
+$99/month add-on
- ✓ Email support during business hours
- ✓ Response within 4 hours (business days)
- ✓ Phone support available
- ✓ Remote desktop assistance
- ✓ Quarterly check-in calls
- ✓ Priority bug fixes
Escalation Process
Level 1
Standard Support
Scope:
- Login issues
- User account management
- How-to questions
- Feature configuration
- Minor UI issues
How to submit: Email [email protected] with your facility name, edge ID, description of issue, screenshots if applicable, and steps to reproduce.
Level 2
Technical Escalation
Triggers:
- Issue not resolved at Level 1 within 48 hours
- Camera/hardware malfunction
- Data sync failures
- Performance degradation
- Integration issues
How to escalate: Reply to your support ticket with "ESCALATE" in the subject line, or email [email protected] directly.
Level 3
Critical / System Down
Triggers:
- Edge server completely down
- License suspended unexpectedly
- Data loss or corruption suspected
- Security incident
- Multiple facilities affected
How to escalate: Email [email protected] with subject "CRITICAL: [brief description]"
Common Issues & Self-Service Solutions
Edge Server
| Issue | Solution |
|---|---|
| Server won't start | Check power and network cables. Wait 3 minutes for boot. |
| "Server not provisioned" | Navigate to https://server-ip/setup/ and complete setup wizard |
| Can't access from browser | Verify you're on the same network. Try the server's IP directly. |
| Camera not detected | Unplug and reconnect USB camera. Check Admin > Devices. |
| "License suspended" | Check your payment method in the admin dashboard. Contact support if billing is current. |
| Slow performance | Check disk usage in Admin dashboard. Restart the server if >90% disk. |
| FMS scores inaccurate | Ensure full body is visible. Good lighting. Person 6-8 feet from camera. |
| Gait events not recording | Verify 24/7 monitoring is enabled. Person must be walking (not sitting/lying). |
Account & Billing
| Issue | Solution |
|---|---|
| Forgot password | Contact your facility admin to reset via Admin dashboard |
| Payment failed | Update your card in the admin dashboard or contact support |
| Need more resident slots | Contact [email protected] for expansion pricing |
| Cancel subscription | Email [email protected] with 30 days notice |
| Request data export | Email [email protected] -- we provide CSV exports within 48 hours |
Data & Privacy
| Issue | Solution |
|---|---|
| Delete a resident's data | Admin Dashboard > Edge Servers > Select customer > Delete |
| View what data is sent to cloud | Admin Dashboard > Database > Tables > view anonymized tables |
| Opt out of research data sharing | Set consent_for_research = false on the resident's cohort mapping |
| Request compliance documentation | Email [email protected] |
Reporting a Security Issue
Do NOT report security vulnerabilities via public channels.
- Email [email protected] with subject "SECURITY: [brief description]"
- Include: what you found, how to reproduce, potential impact
- We will acknowledge within 24 hours and provide a remediation timeline
Service Level Agreements
Edge Server Uptime
- We do not guarantee edge server uptime (it depends on your local infrastructure)
- Cloud analytics server target: 99.9% uptime (excluding planned maintenance)
- Planned maintenance: Sundays 2-4am EST (communicated 48 hours in advance)
Data Retention
- Edge server data: retained according to your facility's policies
- Cloud analytics data: retained indefinitely for research (anonymized)
- Backups: daily, retained for 7 days
Response Times
| Severity | Standard | Priority |
|---|---|---|
| Critical (system down) | 4 hours | 1 hour |
| High (major feature broken) | 24 hours | 4 hours |
| Medium (minor issue) | 48 hours | 24 hours |
| Low (question/enhancement) | 72 hours | 48 hours |
Feedback & Feature Requests
We welcome your input! Send feature requests and feedback to [email protected] with subject "Feature Request: [description]".
We review all requests monthly and prioritize based on customer impact.