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The documentation for SolidSense software is not maintained by SolidRun and the information herein is not actual with the latest version of the software, please contact our partner SolidSense Connect who is now developing the SolidSense software. |
How to contact support
If you need support for your SolidSense device please fill our our contact form here. Make sure you mark the “SolidSense” in the “Produce line” drop down menu so that your inquiry will be channeled through to the appropriate support engineers and avoid delays.
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A lot of investment is going into documenting and maintaining the SolidSense public and open knowledge base support center.
The published articles and information regarding SolidSense product line could be found at SolidSense Software .
Most of the questions could be quickly addressed by reviewing our knowledge base which is being updated on a weekly basis with new information and more articles. If you still have questions regarding one of the topics please feel free to contact us for clarifications and advice and we will answer on a best effort basis.
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SolidRun is committed to provide the full support on the software running on the gateway and is therefore proposing hardware and software support and warranty services including the following:
The warranty that the hardware and software is performing according to the specifications
Remote support by phone and email for normal working hours
Bug corrections with the following SLA:
a. Blocking (no operation possible, no workaround possible): response in 24h, correction or workaround in 5 working days.
b. Critical (degradation of service with limited features available): response in 48h, correction or workaround in 8 working days
c. Minor (some non-critical features unavailable): response in 5 working days, correction in 1 month
d. Improvement: to be discussed and planned between the Customer and SolidRun
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