Questions about your setup? Call, email, or use the contact form.
Normal hours are 8:30 a.m. to 5:00 p.m. Monday through Friday EST.
After-hours support depends on your maintenance and support contract.
Common scanner and printer issues can often be resolved without contacting support. Check our troubleshooting guides for quick fixes.
If an outage, system failure, or other critical issue occurs, CISS provides immediate attention after hours and on weekends when necessary. Support is available by phone, email, and remote desktop using standard remote assistance tools.
Normal Support: will be done during regular office hours and maintenance consists of the following:
Availability: CISS’s regular office hours are Monday through Friday 8:30 am to 5:00 pm EST excluding national holidays. Normal support and maintenance will be done during these hours via telephone, email, or remote assistance tools.
General Support: For support outside of your standard maintenance contract coverage (if applicable), CISS charges $160/hour.
Billable Support: For emergency work, that is Client approved, CISS charges $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:
Cloud-hosted clients are covered by a 99% monthly uptime commitment. Production databases are backed up across multiple tiers with geographic redundancy. See Architecture for recovery objectives and backup details.
| 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 packages hosted with CISS. For Self-Hosted systems, our maintenance fee is either $1250 per year or 15% of the license and any customization; whichever is greater. CISS will tailor a custom support plan to meet your exact needs if necessary. If you elect not to pay this maintenance fee and require our support, we charge an hourly rate with a one-hour minimum per incident. For more details see the link below
Schedule a consultation to see how Inventory Pro handles BOM tracking, lot control, and warehouse execution for your operation.