Support

IoT Automate

We want you to be able to reach a real person and get help.

Contact Us

Email: support@iot-automate.com

When you write, it helps to include:

• the site or installation involved;
• what you were trying to do;
• what you saw instead (a screenshot or photo helps);
• when it started.

What to Expect

• Response: we aim to acknowledge support requests within a couple of hours during normal hours. Acknowledgement means we have received it and are looking into it — not that it is resolved.
• Resolution: resolution times vary by the nature of the issue. Some things are fixed quickly; others — especially those involving hardware, field conditions, or third-party services — take longer. We will keep you informed.

Priority handling is available on higher plans.

These are targets, not guarantees, and they do not create service-level penalties. Formal, guaranteed service levels are available only under an Enterprise arrangement.

If Your Pump Needs to Run Right Now

Use the manual controls on your equipment.

IoT Automate is a supervisory and convenience system, not a safety device. The manual controls of your equipment always work, independently of the device, your internet connection, and your subscription status. If the platform is unavailable for any reason, operate the pump the way you did before — nothing about IoT Automate takes that away.

Availability

We aim to keep the platform available and reliable. We do not guarantee a specific uptime percentage. The service can be affected by internet and power outages, connectivity limits, maintenance, and factors outside our control.

Maintenance

From time to time we perform maintenance to improve and secure the platform. We aim to minimize disruption and, where practical, to schedule significant maintenance at low-impact times.

What Helps Us Help You

• Keep manual controls and existing safety systems in place and working.
• Maintain a working internet connection at the site for connected features.
• Let us know promptly when something isn't working, with as much detail as you can.

Common Questions

Does my pump stop working if my subscription lapses? No. Your equipment's manual controls are never affected by subscription status. If a subscription lapses, access to paid software features may be reduced after any grace period, but the pump itself is unaffected.

What happens if the internet goes down at my site? Remote features require connectivity. Your manual controls continue to work as always.

Can I control my pump if the platform is down? Yes — with the manual controls on your equipment, exactly as before.