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.
Channels
Four ways to reach us.
Live chat
In-app on every screen
Response
Median 8 min
Mon–Fri 7am–7pm CT (Pro + Enterprise)
support@integrateit.tech
Response
Within 4 hours (Pro)
Within 1 hour (Enterprise) · 24/7 coverage
Named CSM
Direct line + Slack Connect
Response
Same-day
Enterprise tier only
Emergency hotline
Production-down only
Response
≤ 15 min
24/7 · Enterprise tier
Self-serve
Or skip the call entirely.
Documentation
API reference, integration guides, workflow recipes. Always current; versioned per release.
Open
Status page
Real-time uptime, planned maintenance, full incident history. Subscribe for email + SMS alerts.
Open
Security center
SOC 2 posture, subprocessor list, vulnerability disclosure, security questionnaire shortcuts.
Open
Community + roadmap
Public roadmap, feature voting, integrator community forum. Quarterly customer advisory board.
Open
Common questions
The answers your team will ask first.
Getting started
How do I import my D-Tools data?
Self-serve via Settings → Migration → D-Tools. Upload an export from D-Tools SI (.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.
SLA quick reference
We tell you exactly when.
Numbers that move only with a contract amendment, never with a marketing refresh. Credits apply automatically when we miss.
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%