00 — SUPPORT
Real humans.
Real fast.
Our support team is staffed by people who've actually run AV shops. You won't be routed through a chatbot, asked to “restart your computer,” or ticket-killed for “no response in 7 days.” We answer.
0
Median minutes to a human on live chat · Mon–Fri 7am–7pm CT (Pro + Enterprise)
01 — CHANNELS
01 — CHANNELS
Four ways to reach us.
Each one with the number attached. If we quote a response time here, it is the one the contract carries.
01
Live chat
In-app on every screen
Mon–Fri 7am–7pm CT (Pro + Enterprise)
Response
Median 8 min
02
support@integrateit.tech
Within 1 hour (Enterprise) · 24/7 coverage
Response
Within 4 hours (Pro)
03
Named CSM
Direct line + Slack Connect
Enterprise tier only
Response
Same-day
04
Emergency hotline
Production-down only
24/7 · Enterprise tier
Response
≤ 15 min
02 — SELF-SERVE
02 — SELF-SERVE
Or skip the call entirely.
Documentation
API reference, integration guides, workflow recipes. Always current; versioned per release.
Status page
Real-time uptime, planned maintenance, full incident history. Subscribe for email + SMS alerts.
Security center
SOC 2 posture, subprocessor list, vulnerability disclosure, security questionnaire shortcuts.
Community + roadmap
Public roadmap, feature voting, integrator community forum. Quarterly customer advisory board.
03 — COMMON QUESTIONS
The answers your team will ask first.
Getting started
How do I import my the legacy platform data?
Self-serve via Settings → Migration → the legacy platform. Upload an export from the legacy desktop platform (.dtsx) or Cloud (.csv). Our importer handles catalog, opportunities, contacts, and proposal templates. Pro + Enterprise customers get white-glove migration — we do it for you in 48 hours.
Can I trial Optimus before committing?
Yes — 30 days of the full Pro tier, no credit card required. Real data, your shop's catalog, your team. At day 30 you either pick a tier or walk.
How long does onboarding take?
Median time-to-first-job-dispatched is 48 hours. Pro + Enterprise customers get a kickoff call within one business day of signup.
Day-to-day usage
How do I add a new user?
Settings → Team → Invite. Email-based invitation. New users land on a guided onboarding flow that takes them through their role-specific surfaces (sales / dispatch / field / admin) in under 10 minutes.
Can I customize permissions?
Yes. Pro tier has granular role-based permissions. Enterprise tier lets you create custom roles with resource-level scoping. Both tiers support SSO + SCIM on Enterprise.
How does the mobile app work?
iOS + Android, free for every user. Auto-syncs your dispatch board, job records, customer info, photos. Works offline — pending actions sync when reconnected.
Integrations
Does Optimus sync with QuickBooks?
Yes, two-way sync on all tiers. Invoices, customers, payments flow both ways. Configurable mapping for chart of accounts.
What about Outlook and Google Calendar?
Native two-way sync on all tiers. Calendar events created in Optimus appear in your calendar; events created in your calendar can be linked to jobs.
Can Optimus talk to ConnectWise / NetSuite / Salesforce?
Yes — these are paid marketplace integrations available on Pro + Enterprise tiers. Setup is guided; sync is bi-directional with reconciliation reporting.
Security + data
Where is my data stored?
AWS us-east-1 by default, with us-west-2 as the active failover. EU data residency available on request for Enterprise. See /security for the full residency policy.
Can I export my data?
Yes, always. Self-serve CSV + JSON export of every record type. No exit fee, no contract holdouts. We don't believe in data hostage-taking.
What if there's a breach?
We follow a documented incident response: detection within 5 min, customer notification within 30 min, RCA within 5 business days. See /security for the full process.
04 — SLA
We tell you exactly when.
Numbers that move only with a contract amendment, never with a marketing refresh. Credits apply automatically when we miss.
| Commitment | Target |
|---|---|
| Starter — first response | 24 hours · email |
| Pro — first response | 4 hours · email + chat |
| Enterprise — first response | 1 hour · all channels |
| Production-down (Enterprise) | ≤ 15 min · 24/7 |
| Uptime SLA (Pro) | 99.9% |
| Uptime SLA (Enterprise) | 99.95% |