Support Services & FAQs
Last Updated: January 28, 2026
IMPORTANT NOTICE:
This document is provided for informational and reference purposes only. The information contained herein does not constitute professional advice, warranties, or guarantees of any kind. All support services are subject to the Terms of Service and applicable service agreements. SCOPEOS reserves the right to modify support offerings, response times, and service levels at any time without prior notice.
1. Support Services Overview
SCOPEOS provides support services to assist users with the Platform and related Services. Support availability, response times, and scope may vary based on your subscription tier and service agreement. All support interactions are governed by the Terms of Service.
1.1 Support Channels
The following support channels may be available depending on your service tier:
support@scopeos.com for general inquiries and non-urgent matters
In-app help system for technical questions
Critical production issues (Precision 360 tier)
Self-service resources accessible through the Platform
1.2 Support Hours
Standard support hours are Monday through Friday, 8:00 AM to 6:00 PM Central European Time (CET), excluding public holidays. Emergency support for critical issues may be available outside standard hours for qualifying subscription tiers. SCOPEOS does not guarantee support availability and reserves the right to modify support hours at any time.
1.3 Response Time Expectations
DISCLAIMER: Response times provided below are targets only and do not constitute service level guarantees or commitments. Actual response times may vary based on support volume, issue complexity, and resource availability. SCOPEOS shall not be liable for any failure to meet target response times.
Target response times by priority:
Platform completely unavailable
Significant functionality impaired
Non-critical functionality affected
General questions, feature requests
2. Expert Diagnostic Services
IMPORTANT: CAT-certified expert analysis and diagnostic services are provided for informational purposes only. Expert opinions and recommendations do not constitute professional engineering certifications, safety assessments, or guarantees of equipment condition. Users are solely responsible for all decisions regarding equipment operation, maintenance, and repair.
2.1 Scope of Expert Services
Expert diagnostic services may include:
- (a) Remote analysis of vibration data and sensor measurements;
- (b) Interpretation of AI-generated alerts and anomalies;
- (c) General recommendations for maintenance actions;
- (d) Root cause analysis guidance based on available data;
- (e) Consultation on predictive maintenance strategies.
Expert services do not include:
On-site inspections, physical equipment assessments, safety certifications, engineering sign-offs, or guaranteed outcomes.
2.2 Limitations of Expert Opinions
You acknowledge and agree that:
- (a) Expert opinions are based solely on data provided and may not reflect actual equipment conditions;
- (b) Experts cannot physically inspect equipment and rely on sensor data that may be incomplete or inaccurate;
- (c) Multiple experts may provide differing opinions on the same data;
- (d) Expert recommendations are suggestions only and require independent verification;
- (e) SCOPEOS and its experts assume no liability for decisions made based on expert opinions;
- (f) Expert availability is subject to scheduling and may not be immediate.
3. Frequently Asked Questions
3.1 Platform and Technical Questions
3.2 Service and Subscription Questions
3.3 Liability and Warranty Questions
3.4 Data and Security Questions
4. Contact Information
For support inquiries:
General Support
support@scopeos.comTechnical Issues
technical@scopeos.comBilling Inquiries
billing@scopeos.comLegal Matters
legal@scopeos.comWebsite: www.scopeos.com
GENERAL DISCLAIMER: THIS DOCUMENT AND ALL INFORMATION CONTAINED HEREIN ARE PROVIDED "AS IS" FOR GENERAL INFORMATIONAL PURPOSES ONLY AND DO NOT CONSTITUTE PROFESSIONAL, LEGAL, ENGINEERING, OR OTHER ADVICE. SCOPEOS MAKES NO REPRESENTATIONS OR WARRANTIES OF ANY KIND REGARDING THE ACCURACY, COMPLETENESS, OR SUITABILITY OF THIS INFORMATION. RELIANCE ON ANY INFORMATION PROVIDED IS STRICTLY AT YOUR OWN RISK. ALL SUPPORT SERVICES ARE SUBJECT TO THE TERMS OF SERVICE AND APPLICABLE AGREEMENTS. IN THE EVENT OF ANY CONFLICT BETWEEN THIS DOCUMENT AND THE TERMS OF SERVICE, THE TERMS OF SERVICE SHALL PREVAIL.
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