Feel free to call, email, or contact us with any questions you may have.
Normal hours are 8:30 a.m. to 5:00 p.m. Monday through Friday.
After-hours support is based on your maintenance and support contract.
Common scanner and printer issues can often be resolved without contacting support. Check our troubleshooting guides for quick fixes.
In the event of an outage, system failure, or other severe problem, our support team can respond after hours and on weekends when needed. Support is available by phone and remote assistance tools.
Normal Support: will be done during regular office hours and maintenance consists of the following:
Availability: Regular office hours are Monday through Friday 8:30 am to 5:00 pm EST excluding national holidays. Normal support and maintenance are handled during these hours by phone or remote assistance tools.
General Support: For support outside of your standard maintenance contract coverage (if applicable), the standard rate is $160/hour.
Billable Support: For emergency work that is client-approved, the billable rate is $240/hour. The fee for travel time (if required) is variable based on distance and expenses (car, hotel, airfare, and meals). Emergency work is defined as:
Cloud-hosted clients are covered by our 99% monthly uptime commitment. Production databases are backed up across multiple tiers with geographic redundancy. See our Architecture page for recovery objectives and backup details.
| Severity | Definition | Response Time |
|---|---|---|
| Critical (P1) | Complete outage or data breach | Immediate |
| High (P2) | Major functionality impaired | 4 hours |
| Medium (P3) | Limited impact, workaround available | 1 business day |
| Low (P4) | Minor or cosmetic | Scheduled |
For details on how we handle data during support sessions, see our Privacy & Data Policy.
Support is included in cloud-hosted plans. For self-hosted systems, the maintenance fee is either $1250 per year or 15% of the license and any customization, whichever is greater. If you elect not to pay this maintenance fee and require support, we charge an hourly rate with a one-hour minimum per incident. For more details see the link below.
See how Inventory Pro handles receiving, barcode scanning, order fulfillment, reporting, and mobile work. Start with the pages your team cares about most.