support@perflens.com for Severity 2 and 3 issues, questions, configuration changes and report requests. Tell us the site, the station or asset, and what you're seeing.
Support & SLAs
Support with the response times written down
Every Perflens system is covered by a Perflens Care tier with a published Severity 1 response, a clear route to an engineer and replacement hardware that ships before the faulty unit comes back.
Contact support
How to reach the Care desk
Phone
(470) 784-4045, Monday–Friday, 8:00 a.m.–6:00 p.m. Central Time. For Severity 1, call rather than email, so the issue reaches an engineer without waiting in a queue.
After hours
Care Dedicated customers have a 24/7 critical line — the same number routes to the on-call engineer outside business hours. On Care Essentials and Care Verified, response times run in business hours.
Service levels
Perflens Care service levels
What each tier covers, and how it fits with your system, is set out on the Perflens Care page. These are the commitments behind it.
| Commitment | Care Essentials | Care Verified | Care Dedicated |
|---|---|---|---|
| Severity 1 response | 4 business hours | 1 hour | 30 minutes, 24/7 |
| Alert verification by a Perflens analyst | — | Within 4 hours, business days | Within 1 hour, 24/7 |
| On-site visit (contiguous US) | Scheduled | Within 2 business days | Next business day |
| Advance hardware replacement | 3 business days | Next business day | Next business day plus on-site spares kit |
| Model retraining | Twice a year | Quarterly | Continuous, as needed |
| Drift monitoring and monthly health report | ✓ | ✓ | ✓ |
| Named reliability engineer | — | — | ✓ |
| After-hours critical line | — | — | ✓ |
Severity
Severity definitions
| Severity | Definition | Examples | How to report |
|---|---|---|---|
| Severity 1 | A Perflens system is stopping production or has stopped detecting | Reject gate held in its fail state; Gatepoint offline; a camera returning no image; no data from a critical asset | Phone |
| Severity 2 | Detection or monitoring is degraded | False rejects climbing; a sensor node dropping out; alerts arriving late | Phone or email |
| Severity 3 | A question, a configuration change or a report | Adding a user; changing an alert route; requesting a custom report |
Escalation
The escalation path
-
Care desk analyst
Logs the issue, confirms the severity with you and starts diagnosis using the device health data already in Perflens Console.
-
Support engineer
Connects through the remote-support link if you have enabled it, reviews logs, images and signals, and fixes what can be fixed remotely — a configuration change, an update rollback or a model revert.
-
Field engineer
Travels to your site when the fix needs hands, within the on-site time for your tier, and brings replacement hardware if it is needed.
-
Leadership
Any Severity 1 without a clear path to resolution goes the same day to our Head of Customer Care and the relevant engineering lead. On Care Dedicated, your named reliability engineer coordinates throughout.
Remote support
Remote first, on site when it matters
Most issues on an edge system are fixed fastest from a keyboard: a configuration change, a rollback to the previous update, a model revert, a camera exposure adjusted after someone changed the lighting. Our support engineers work through an outbound-only, encrypted link from your Gatepoint. There is no inbound port on your firewall, and you can switch the link off from Console at any time.
Every remote session is recorded in the Console audit log with the engineer's name, the time and what changed. If your policy keeps the link off, we support you over a screen share you control and, when needed, on site within your tier's on-site time. The Security & Trust Center describes the connection in detail.
Hardware
Spares and advance replacement
The replacement ships first
When a device fails, its replacement leaves our lab before the faulty unit comes back — within 3 business days on Care Essentials, and next business day on Care Verified and Care Dedicated.
Spares on your shelf
Care Dedicated sites hold a spares kit sized to their stations and assets, and we restock it whenever a part is used.
A swap, not a recommission
A replacement Gatepoint pulls its configuration, models and certificates from Console when it enrolls, so a swap is a cabling job. See hardware.
Updates
Maintenance windows and update policy
Updates should never surprise a production manager. These rules apply to every firmware, Console and model update.
- Maintenance windows are agreed at handover and recorded in your site documentation
- No update is installed during production without your written approval
- Firmware and Console updates are signed and installed to the inactive A/B partition, with automatic rollback if health checks fail
- Model updates run in shadow mode beside the live model before they take over
- Release notes and model card changes are sent to you before every update
- Security fixes are labeled with their severity, so urgent ones can be scheduled ahead of the normal cycle
- Air-gapped sites receive signed offline update packages
Training
Training for every team that touches the system
Operators
At handover, on your line — reading verdicts and stack lights, handling rejects, clearing simple faults and knowing when to call us.
Maintenance and controls
Cleaning optics, swapping a sensor node, checking I/O and the PLC heartbeat, and restarting the system safely.
Engineers and administrators
Console administration, alert routing, user roles, reports, and how to read a model card.
Refreshers
Sessions when staff change or a new line goes live, run by our Care team on site or online.
FAQ
Questions we hear often
What counts as Severity 1?
Any situation where a Perflens system is stopping production or has stopped detecting. If you are unsure, call and treat it as Severity 1 — we would rather downgrade a ticket than miss a real one.
Can we change Care tiers?
Yes. Tell us and we'll confirm the change and its effective date in writing. Moving to Care Dedicated includes setting up your on-site spares kit and introducing your named reliability engineer.
Are updates included?
Yes. Firmware, Console and security updates, and model retraining at your tier's frequency, are included in every Care tier.
What if our security policy blocks remote access?
Then the link stays off. We support you by phone, over a screen share you control and on site, and updates arrive as signed offline packages. Some fixes take longer that way, so we agree how Severity 1 will be handled before handover.
What is in the monthly health report?
Model confidence and drift against baseline, reject and alert statistics, device health, update status, and any retraining completed or scheduled. Our field note on model drift explains what the drift figures mean.
Not a Perflens customer yet?
Every system we install comes with these commitments. Book a discovery call to find out which Care tier fits your line, assets or building.