STREAMETRIC Support Terms 

 

STREAMETRIC provides a 24/7 emergency support hotline (+1 (919) 561-5442) to its customers. Regular support, including site activation and onboarding, is provided during STREAMETRIC office hours. 

 

Support is provided based on the “first-come, first-served” principal. Emergency Support cases are prioritized over regular support. To secure time for regular support (i.e., site onboarding & activation), we suggest reserving time slots in advance through our booking tool. 

 

Office Hours 

9:00 AM to 5:00 PM Eastern Time (ET) on standard working days in Raleigh, North Carolina. Office Hours exclude weekends and the following public holidays: 

• • New Year’s 

• • Good Friday 

• • Memorial Day 

• • Fourth of July 

• • Labor Day  

• • Thanksgiving 

• • Day after Thanksgiving 

• • Christmas Eve 

• • Christmas Day 

 

What is Emergency Support? 

Emergency support addresses critical failures that directly impact core system operation. An emergency is defined as any incident in which one or more of the following systems has failed or is not functioning as expected: 

• • Core system (the app.streametric.io is non-functional or unreachable) 

• • Alarming system (alarms are not generated or alarm notifications not sent) 

• • Automation/control system 

Non-emergency issues — such as cosmetic bugs, site onboarding/activation, feature requests, or general how-to questions — are not covered under emergency support and will be addressed during standard office hours. 

 

Exclusions 

The following cases are not covered by STREAMETRIC support: 

• • Support for issues caused by third-party services, software, hardware, or network infrastructure not provided by STREAMETRIC 

• • Feature development, customization, or configuration changes outside initial onboarding scope (available separately) 

• • Issues arising from customer modification of the system without STREAMETRICs guidance 

• • General training or educational sessions (available separately) 

• • Issues reported without sufficient diagnostic information to reproduce or investigate 

 

Customer Responsibilities  

To ensure effective support delivery, customers are expected to: 

• • Schedule Installation and Onboarding support in advance via streametric.io/support 

• • Provide accurate and complete information when submitting support requests  

• • Designate a primary technical contact for support interactions 

• • Ensure that the support contact is available during scheduled appointment windows 

• • Only classify support request as an emergency if the above stated emergency conditions are met