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Support and maintenance documentation is currently under construction. Please check back soon for detailed information, or contact our team if you need immediate assistance.

Support and Maintenance

This section provides detailed information about the support and maintenance services available for each integration level.

Support Levels Overview​

Each integration level comes with different support and maintenance packages tailored to the level of customer involvement and control.

Level A Support Package​

Included Services​

  • 24/7 Technical Support: Round-the-clock assistance for all technical issues
  • Automatic Software Updates: Seamless updates managed by Amperry team
  • Hardware Warranty Coverage: Full warranty on all Amperry hardware components
  • Regular Maintenance: Scheduled maintenance performed by certified technicians
  • Remote Monitoring: Continuous system health monitoring
  • Priority Response: Guaranteed response times for critical issues

Support Channels​

  • Phone Support: Direct line to technical support team
  • Email Support: Dedicated support email with guaranteed response times
  • Remote Access: Secure remote troubleshooting capabilities
  • On-site Support: Available for complex issues requiring physical presence

Maintenance Schedule​

  • Daily: Automated system health checks
  • Weekly: Performance optimization and security updates
  • Monthly: Comprehensive system review and preventive maintenance
  • Quarterly: Hardware inspection and component testing

Level B Support Package​

Included Services​

  • Hardware Support Only: Support limited to Amperry hardware components
  • Integration Guidance: Technical guidance for custom software integration
  • Documentation Access: Complete technical documentation and API references
  • Limited Technical Assistance: Basic troubleshooting for hardware-related issues

Customer Responsibilities​

  • Software Updates: Customer manages all software updates and patches
  • Custom Integration: Customer handles integration with third-party systems
  • Application Support: Customer provides support for custom applications
  • Security Management: Customer responsible for application-level security

Support Channels​

  • Email Support: Technical guidance and hardware support
  • Documentation Portal: Access to comprehensive technical resources
  • Community Forum: Peer-to-peer support and knowledge sharing
  • Scheduled Consultations: Optional paid consultation sessions

Maintenance Requirements​

  • Customer-managed: All software maintenance handled by customer
  • Hardware Monitoring: Basic hardware health monitoring provided
  • Update Notifications: Alerts for available hardware updates
  • Compliance Guidance: Assistance with regulatory compliance requirements

Level C Support Package​

Included Services​

  • Cloud Service Support Only: Support limited to Amperry cloud services
  • API Documentation: Complete API documentation and integration guides
  • Emergency Support: Critical issue support for cloud services
  • Service Level Agreements: Guaranteed uptime and performance metrics

Customer Responsibilities​

  • Complete System Management: Full responsibility for hardware and software
  • Security Implementation: Customer implements all security measures
  • Backup and Recovery: Customer manages data backup and recovery
  • Compliance Management: Customer ensures regulatory compliance

Support Channels​

  • API Support: Technical support for cloud API integration
  • Documentation: Comprehensive API and integration documentation
  • Status Page: Real-time service status and incident reporting
  • Emergency Hotline: Critical service disruption support

Maintenance Requirements​

  • Customer-managed: Complete system maintenance responsibility
  • Cloud Service Monitoring: Amperry monitors only cloud service availability
  • API Updates: Customer responsible for adapting to API changes
  • Performance Optimization: Customer optimizes system performance

Support Response Times​

Level A Response Times​

  • Critical Issues: 1 hour
  • High Priority: 4 hours
  • Medium Priority: 24 hours
  • Low Priority: 72 hours

Level B Response Times​

  • Hardware Critical: 4 hours
  • Hardware High: 24 hours
  • Integration Guidance: 48 hours
  • General Inquiries: 72 hours

Level C Response Times​

  • Service Critical: 2 hours
  • API Issues: 24 hours
  • Documentation Requests: 48 hours
  • General Inquiries: 72 hours

Maintenance Windows​

Scheduled Maintenance​

  • Level A: Amperry-managed maintenance windows with advance notice
  • Level B: Customer-coordinated maintenance with Amperry hardware support
  • Level C: Customer-managed maintenance with cloud service notifications

Emergency Maintenance​

  • Level A: Immediate response with minimal downtime
  • Level B: Hardware emergency support with customer coordination
  • Level C: Cloud service emergency response only

Upgrade and Migration Support​

Level A Upgrades​

  • Seamless Upgrades: Managed by Amperry with zero downtime
  • Data Migration: Complete data migration and backup services
  • Training: Comprehensive training for new features
  • Rollback Support: Immediate rollback capabilities if needed

Level B Upgrades​

  • Hardware Upgrades: Amperry-managed hardware component upgrades
  • Software Guidance: Technical guidance for software upgrades
  • Migration Planning: Assistance with upgrade planning and execution
  • Testing Support: Hardware compatibility testing services

Level C Upgrades​

  • API Migration: Support for API version upgrades
  • Cloud Service Updates: Notification and guidance for service updates
  • Integration Testing: Assistance with integration testing
  • Documentation Updates: Updated documentation for new features

Contact Information​

Level A Support​

Level B Support​

Level C Support​

Service Level Agreements (SLAs)​

Level A SLA​

  • Uptime: 99.9% guaranteed uptime
  • Response Time: As specified in response time matrix
  • Resolution Time: 95% of issues resolved within SLA timeframes
  • Compensation: Service credits for SLA violations

Level B SLA​

  • Hardware Uptime: 99.5% hardware availability
  • Response Time: As specified in response time matrix
  • Documentation: 24/7 access to technical documentation
  • Guidance: Response to integration questions within SLA timeframes

Level C SLA​

  • Cloud Service Uptime: 99.9% cloud service availability
  • API Response Time: < 200ms average response time
  • Documentation: 24/7 access to API documentation
  • Emergency Support: Response within 2 hours for critical issues

Getting Started with Support​

  1. Identify Your Integration Level: Determine which support package applies to your implementation
  2. Register for Support: Complete the support registration process
  3. Access Documentation: Familiarize yourself with available resources
  4. Establish Contact Methods: Set up appropriate communication channels
  5. Review SLA Terms: Understand your service level agreements

For questions about support packages or to upgrade your support level, contact our sales team at sales@amperry.com.