At Industrility, we want you to be successful. Your success means our success. Our Support plans are designed to give you the right mix of tools and access to expertise so that you can be successful with Industrility App Platform that powers your after-sale business while optimizing performance, increasing customer loyalty and keeping costs under control.

 

Standard support is included with your active subscription of the platform. We make every reasonable effort to respond to your initial request within the indicated timeframe (usually 48-72 hours) via email support by sending us an email at support@industrility.com and access to this support portal.

 

Enhanced Support is paid support program that you have to purchase with your active subscription of the platform. We recommend this program for all Enterprise Tier customers. We understand timely response is critical. We have dedicated support staff available between 9AM and 8 PM EST that will answer your questions based on issue. This package can be customized to meet the needs of the Enterprise Tier customer.

 

Issue severity	First response time by live person	Escalation time *	Target RCA	Expected response time on customer side **
1 – Urgent	24 hours	2 days	4 days	24 hours
2 – High	48 hours	5 days	10 days	48 hours
3 – Normal	3 day	10 days	15 days	3 day
4 – Low	7 days	N/A	N/A	7 days