Meter provides dedicated support Monday through Friday, 4AM - 6PM PST via email, or our ticketing portal at meter.com/support. Think of us as your internal team of networking engineers.
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Meter Security Appliances are equipped with LTE for management that allow for remote troubleshooting even when the ISP circuits are unavailable.
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Software updates are pushed during off-hours, and hardware upgrades are included in your subscription.
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We have automated network health monitoring in the backend which alerts and notifies the entire support team if a network goes offline regardless of the time of day. Additionally, when a customer files a ticket through meter.com/support with a critical severity, the entire support team gets notified and someone will address the issue ASAP.
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Meter also has a documentation center at meter.com/help, which allows users to search for and resolve most common issues related to configuration or device side settings.
Issue severity, Response time | Response time |
Sev1 Business critical (Network down) | First response within 10 minutes Jump on call or Zoom |
Sev2 Urgent, major functionality (Part of the system is down i.e. a single Access Point) | First response within 15 minutes |
Sev3 A non-critical feature does not work or the product is operating below technical specifications. A reasonable (low impact) workaround is available. | First response within 30 minutes |
Sev4 A minor feature failure which does not impact customer operations. Includes cosmetic defects or an intermittent, possibly self-correcting error. | First response within 60 minutes |
All response times are applicable during our Support Business Hours which are Monday – Friday, 4am – 6pm PST.
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Exceptions to this are Sev1 Network Down scenarios reported in Zendesk.
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The entire Meter Support Team gets pinged via Text Message to alert them.
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We will take a look at Sev1 Tickets outside of business hours as soon as possible.
Security and compliance policies available on request.