Support Policy
At TamakiMES, we are committed to providing responsive, knowledgeable support to keep your manufacturing operations running smoothly. This policy outlines our support services, availability, and scope of assistance.
Support Hours
Our support team is available Monday through Friday, 8:00 AM to 5:00 PM (EST).
After-hours support for critical production-down situations is available by quote.
Response Times
We aim to acknowledge all support requests within one business day of submission. Resolution times vary depending on the complexity of the issue, but our team will keep you informed of progress throughout the process.
Scope of Support
What we cover
- Installation, upgrade, and configuration assistance
- Software defects and unexpected error behaviour
- General usage and how-to questions
- Licensing and account inquiries
- Guidance on integration with Ignition and supported platforms
Outside our scope
- Custom development or scripting work
- Third-party hardware troubleshooting
- Network infrastructure and server administration
- Issues caused by unsupported modifications to the platform