When the dock is moving, you can't sit on hold. Support is triaged by severity and handled by our US-based team during normal hours, with after-hours emergency coverage for cloud clients under contract.
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.
A warehouse doesn't stop for a software question. When a picker hits a snag or a cycle count won't post, you need an answer that respects your shift, not your paperwork. Every request is triaged by severity: what's blocking the floor gets attention first, and cosmetic issues are handled on a normal schedule.
A support plan covers the day-to-day questions your team will ask, fixes to the standard system or any custom work we built for you, and upgrades when they ship. Almost everything is resolved remotely — over the phone or with remote-assistance tools. On-site visits are arranged when you request them or when hardware is part of the problem.
Scanner and printer problems are usually a setting, not a failed unit. Start with the supported hardware references below — they cover the common quick fixes before you call.
If the system is down or a severe issue is blocking the floor, our support team can respond after hours and on weekends when needed. Support is delivered by phone and with remote-assistance tools.
Normal Support: handled in regular office hours; the maintenance agreement covers:
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:
On-site vs. remote: Remote handling is the default — most issues are resolved by phone or remote-assistance tools. On-site visits are arranged when you ask for them or when hardware is involved; the billable rate and travel costs apply.
Cloud-hosted clients are covered by our 99% uptime commitment. Production databases are backed up across multiple tiers with geographic redundancy. See our Architecture page for recovery objectives and backup details.
Every request is triaged on arrival. Here is what you can expect by severity:
| 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. Run your own server instead? The annual maintenance plan covers releases and support — the maintenance fee is either $1,250 per year or 15% of the license and any customization, whichever is greater. Skip the maintenance fee and you can still reach us at an hourly rate with a one-hour minimum per incident. Details are on the Self Hosted Support Plan page.
See how Inventory Pro handles receiving, barcode scanning, order fulfillment, reporting, and mobile work. Start with the pages your team cares about most.