iMatrix Telematics → Cold Chain → Environmental Sensors

Support Plans

Every iMatrix device ships with baseline email support. For deployments where downtime has a real cost — vaccine fridges, validated cold chains, commercial greenhouses — add a higher tier with SLA-backed response.

Email Support

Baseline — included with every product

Included

Email support 9am–5pm ET, Mon–Fri
Next-business-day response target
Access to FAQs, guides, tutorials
OTA firmware updates
Community forum (coming soon)

Premium Support

SLA-backed for production deployments

$99/mo per site

Everything in Email Support
Phone + email + chat, extended hours
4-hour response SLA on critical issues
Quarterly deployment health review
Priority RMA processing
Certificate re-issue and recalibration priority

Enterprise Support

Dedicated CSM + named engineer

Custom

Everything in Premium Support
Named Customer Success Manager
Named integration engineer
1-hour response SLA on critical issues, 24/7 options
Quarterly business reviews
Custom SLA terms and indemnification
On-site technical support (add-on)

Where to find answers before you open a ticket

❓

FAQs

Answers to the most common questions about sensor setup, alerts, and cloud access.

📖

Guides

Step-by-step deployment guides for every sensor and gateway in the catalog.

🎬

Tutorials

Video walkthroughs for app setup, dashboard configuration, and alert workflows.

Need a support quote?

Premium and Enterprise plans are scoped per deployment. Our team will walk through your site count, sensor volume, and SLA needs.

Contact Support Sales →