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Locus Support Services

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Overview

Locus provides comprehensive support services to ensure your RTLS system operates at peak performance. Our multi-tiered support structure offers flexibility to meet various operational needs and requirements.

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Support Tiers

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Standard Support

  • Business hours support (8AM-5PM local time)
  • Email and web portal access
  • 48-hour response time
  • Remote diagnostics
  • Knowledge base access
  • Software updates

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Premium Support

  • 24/7 technical support
  • Phone, email, and web portal access
  • 4-hour response time
  • Priority issue handling
  • Remote monitoring
  • Quarterly reviews
  • Training sessions

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Enterprise Support

  • Dedicated support team
  • 24/7 emergency response
  • 1-hour response time
  • On-site support
  • System optimization
  • Custom development
  • Monthly reviews

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Service Categories

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Technical Support

  • System troubleshooting
  • Configuration assistance
  • Performance optimization
  • Software updates
  • Security patches
  • Bug fixes

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Maintenance Services

  • Preventive maintenance
  • System health checks
  • Firmware updates
  • Calibration services
  • Network optimization
  • Performance tuning

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Training Services

  • Initial system training
  • Advanced user training
  • Administrator training
  • Custom workshops
  • Refresher courses
  • Online tutorials

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Consulting Services

  • System design
  • Deployment planning
  • Integration assistance
  • Performance optimization
  • Custom development
  • Best practices

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Support Channels

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Web Portal

  • Issue tracking
  • Knowledge base
  • Documentation
  • Software downloads
  • Video tutorials
  • Community forums

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Email Support

  • Technical inquiries
  • Issue reporting
  • Documentation requests
  • Feature requests
  • General questions

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Phone Support

  • Emergency assistance
  • Real-time troubleshooting
  • Guided configuration
  • System diagnostics
  • Expert consultation

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On-site Support

  • System installation
  • Hardware maintenance
  • Performance optimization
  • Staff training
  • Emergency response

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Response Times

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Priority Levels

  1. Critical (P1)
    • System down
    • Data loss risk
    • Response: 1-4 hours
  2. High (P2)
    • Major functionality affected
    • Performance degraded
    • Response: 4-8 hours
  3. Medium (P3)
    • Minor functionality affected
    • Workaround available
    • Response: 24 hours
  4. Low (P4)
    • General inquiries
    • Feature requests
    • Response: 48 hours

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Best Practices

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Getting Support

  1. Gather system information
  2. Document the issue
  3. Check knowledge base
  4. Submit detailed ticket
  5. Follow up as needed

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Issue Reporting

  • Provide clear description
  • Include error messages
  • Attach relevant logs
  • Note recent changes
  • List troubleshooting steps
For system-critical issues outside business hours, Premium and Enterprise support customers should use the emergency contact number provided.
Contact your Locus representative to discuss support options and determine the best service level for your deployment.